PODCAST · business
HOLD COURT
by Amas Tenumah
HOLD COURT is where the customer service industry answers for its crimes. Each episode puts a system, company, or practice on trial—exposing the incentives, cost models, and deliberate decisions that turned service into an economy built on your time, your frustration, and your surrender. Hosted by former service operator and HOLD author Amas Tenumah, this is not commentary. This is prosecution.
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The Incentive Trap
Customer service exists to minimize cost, not maximize trust.Metrics like deflection and containment are KPIs, not success measures.Incentives are misaligned, focusing on speed and cost, not customer satisfaction.Executives prioritize efficiency and cost reduction over customer trust.Customer service is succeeding at cost containment, not satisfaction. "Trust isn't measured by KPIs.""Friction is a filter, not a bug.""Layer by layer, humans disappear."00:00 The real reason customer service fails resources
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Customer Service Is Not Broken. It’s Working Exactly As Designed.
Customer service is not broken.It is working exactly as designed.You are not stuck in a phone tree because someone made a mistake.You are not looping in a chatbot because the company is confused.You are in the maze because the maze works.I say this as a former operator. I helped build these systems. I approved the budgets. I saw the math.Customers experience frustration.Companies experience efficiency.In this first episode of Hold Court, I explain why service feels worse — and why that isn’t an accident.This is about incentives.This is about margins.This is about design.If you want to understand why the system feels hostile, start here.Book: HOLD: THE SUFFERING ECONOMY OF CUSTOMER SERVICE — And the Revolt That’s Long OverdueWebsite: waitingforservice.com
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ABOUT THIS SHOW
HOLD COURT is where the customer service industry answers for its crimes. Each episode puts a system, company, or practice on trial—exposing the incentives, cost models, and deliberate decisions that turned service into an economy built on your time, your frustration, and your surrender. Hosted by former service operator and HOLD author Amas Tenumah, this is not commentary. This is prosecution.
HOSTED BY
Amas Tenumah
CATEGORIES
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Frequently Asked Questions
How many episodes does HOLD COURT have?
HOLD COURT currently has 2 episodes available on PodParley. New episodes are automatically indexed when they're published to the podcast feed.
What is HOLD COURT about?
HOLD COURT is where the customer service industry answers for its crimes. Each episode puts a system, company, or practice on trial—exposing the incentives, cost models, and deliberate decisions that turned service into an economy built on your time, your frustration, and your surrender. Hosted by...
How often does HOLD COURT release new episodes?
HOLD COURT has 2 episodes. Check the episode list to see recent publication dates and frequency.
Where can I listen to HOLD COURT?
You can listen to HOLD COURT on PodParley by clicking any episode. We provide an embedded audio player for direct listening, and you can also subscribe via your preferred podcast app using the RSS feed.
Who hosts HOLD COURT?
HOLD COURT is created and hosted by Amas Tenumah.
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