"false hustle": Transforming Customer Experience from Illusion to Impact

In the high-stakes world of modern business, where customer loyalty is the linchpin of success, contact centers stand as the unsung heroes. Yet, despite their critical role, many centers unknowingly sabotage their efforts through a phenomenon known as "false hustle", the misguided pursuit of efficiency at the expense of genuine customer satisfaction.

In false hustle, Tom Laird, CEO of Expivia and OttoQA, brings over three decades of industry expertise to light, offering a revolutionary approach to customer experience (CX) and contact center operations. This book is your ultimate guide to identifying, understanding, and eliminating false hustle, paving the way for a profound transformation in how businesses engage with their customers.

Drawing on real-world examples, data-driven insights, and proven strategies, Laird unpacks the concept of false hustle and its detrimental effects on both customers and employees. He challenges the traditional metrics that prioritize speed over satisfaction and offers a new blueprint for creating customer-centric contact centers that not only meet but exceed customer expectations.

As the host of the number one contact center podcast, "Advice from a Call Center Geek," Laird has shared his insights with professionals worldwide. Now, with false hustle, he takes his expertise to the next level, equipping you with practical tools to deliver authentic, impactful customer interactions. His innovative methodologies will empower you to blend AI-driven efficiency with the irreplaceable human touch, ensuring that every customer leaves feeling heard, valued, and satisfied.

Whether you're a contact center manager, a CX executive, or a frontline agent, false hustle is more than just a book, it's a call to action for anyone committed to revolutionizing the customer experience and driving true business growth.