Do you remember the last time you got stuck in a major traffic jam? Like me, did the experience include a thousand brake lights rolling up over a hill and into the distance? You might have unconsciously compared the traffic freely going in the other direction. Without an idea of why you were delayed or how long it would take to start moving again, you might remember the wave of powerless frustration. Those are the same emotions that your employees and customers feel when your legacy contact center systems break down.