Featured Frontline Rep

Alicia Ross 
City of Durham, NC

If you think you get difficult calls, meet Alicia Ross. She handles 911 calls for the city of Durham, NC. Despite what you might think, her job is similar to that of other customer service reps. She says that active listening, remaining calm and level-headed, and reassuring the caller that help is on the way are all critical aspects of the job.

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