No, they may not know the phrase "era of customer centricity." They may not appreciate the extent to which our community is focusing on effortless, personalized, omnichannel experiences that make use of artificial intelligence.
Mainstream media types do, however, know about "call centers" and some cliches associated with them.
That knowledge fueled a sketch that aired late in this weekend's edition of "Saturday Night Live."
Entitled "Prison Job," the sketch features three prisoners (including host Donald Glover) answering customer service calls while serving time in prison. While the practice does not command headlines on a daily basis, it has existed for decades.
We won't spoil too much about the segment (it is worth watching), but we will note that it tackles concepts like agent demeanor, post-call feedback surveys and escalations to managers.