Updated: May 14, 2018
A lot goes wrong in the Call Center.... but that's exactly what we should expect, right? I mean come on.. it's a call center. But that's not really why people call in, it's not about issues, it's about relationships.
Focus on relationships, and invite customers to engage in social CX. They're clearly committed to making it better (that's why they called) so give them what they want!