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you yeah whats interesting is so much we talking about is in you know you talked about in the book is empowering them obviously ta will handle the situation but you actually take that a step further you know because we all know they sort of dreaded metric first contact resolution right and you talk about that empowerment and that proactive and actually forgive me thinking you know instead of just doing a checkbox and taking that a step further and going into focusing on next issue resolution trying to anticipate the downstream challenges and issues and heading them off so talk a little bit about that place its its a great point you know um my colleague my co-author break delisi we had a very mention conversation the other day and he said you know we think about the first contact resolution metric you think about how it comes across as a customer this is the customer on the phone with the service rep and the service rep says you know have I fully resolved your issue today on which I