When I was at work earlier we were back to back, and eh I have to bring my stats back up since I purposely let them drop. 🙂

we've been back to back in escalations. and it sucks because everyone just wants to yell at me. and then agents get mad because i tell them to go back to the customer and tell them what i said. they're like why cant you tell him. i just want to say "seriously, i've just had 5 people yell at me, if you can de-escalte by all means do it." i get attitude from the customers i dont need it from reps too.