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The system was ruthless. It penalized a pause over 1.2 seconds ("Hesitation = Insecurity"). It flagged any deviation from the script ("Creativity = Deviation"). It gave Clara’s star agents a 68% score because they laughed naturally with a client ("Informal register detected—professionalism compromised").
"Hello?"
"See this gap?" Clara pointed. "The higher our Solucionario score, the lower our customer loyalty. We’re teaching agents to solve problems but ignore people. McGraw’s own book—the full book—says that communication isn't about being right. It's about being present."
Lerma’s face reddened. "That hidden chapter is an appendix from a previous edition. It’s not validated."
