Call center managers want their team to excel in all the required fields for satisfying customers, whether it is from resolving a customer query to explaining the features of the particular service or a product. But do managers think about the plight of their agents after handling a frustrated customer due to lack of information and long call back periods? Customers wish to get the best out of the service or product purchased by them. But these days happy customers are becoming myth. This is mainly due to lack of attention or priority being provided to them. It’s not the fault of agents if they forget to call a high priority customer or they keep on asking the same customer about the issue they are facing rather it is because of the software they are using.