For many years now, I've been strongly recommending that all CEO's and other members of the Senior Management team regularly monitor the conversations in their customer contact centers. Sometimes, they take me up on it and discover that the exercise is more than worth the doing. As one CEO succinctly put it: "You hear things on that hotline you just don't hear anywhere else!" For those that haven't taken the time yet themselves, let's bring the contact center right into their office. Read on for a painful example, and ask yourself: Is this happening on our support/service line? If so, what should you do about it?