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Description
Unlock Your Call CentreIf your call centre security relies on questions everyone knows the answers to, or passwords that no one can remember, then your process isnt truly secure and your customers deserve better. Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line. Using a unique approach honed through years of experience, Matt Smallman will help you identify the
If your call centre security relies on questions everyone knows the answers to, or passwords that no one can remember, then your process isn’t truly secure – and your customers deserve better.
Unlock Your Call Centre shows you how to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line.
Using a unique approach honed through years of experience, Matt Smallman will help you identify the ideal solution for your organisation, make the case for change and implement it successfully.
This book gives you the tools to:
- Evaluate the strengths and weaknesses of your existing security process
- Determine the most appropriate modern security methods for your unique context
- Make a compelling case for improvement and investment
- Plan for successful implementation
- Design processes that maximise customer adoption and business outcomes
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4.6 ★★★★★
Based on 17 reviews
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Product Reviews
★★★★★ 5
absolutely loved it!!!
Format: Kindle
This book was awesome!! I love how the female took the lead and said if you want me back you work for it!! I laughed and I cried! Thank you for sharing your characters with me and giving me a sweet place to escape to!! I definitely stayed up too late having to finish it haha!! Bouncing on my feet waiting for the next one!!!
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Reviewed in the United States on March 6, 2026
★★★★★ 3
Why call it "Grovel" when there is no actual groveling?
Format: Kindle
I'm so confused by this story. The title of the book is Grovel and yet the MMCs do not do any groveling at all. They reject her, say mean/cruel things to her and break her heart, but then do nothing to make up for it when she comes back to town. I couldn't stand Frost; the way that he treated her, and women in general, the things that he said to her just gave no reason for why he should be forgiven or be allowed back into Noelle's life. The interactions with Robin and Shepard were a little better, but nothing about this story showed me why she should forgive them and get back together with them. This was a good premise, but very poor execution of a story line. I felt bad for Noelle and what she had been through with these men, but wanted better for her and wished that she could have found a different pack that would actually treat her right and not blame her for the choices that their mother made. In the end, this book just wasn't for me. I liked the character of Nana, I even liked Noelle's parents and felt bad for what Noelle had to deal with, but I just didn't care for the supposed romance that this book was about. Maybe others will enjoy it, but I'll probably pass on any other stories from this author. I gave it 2.75 stars, but rounded up since Amazon doesn't allow partial stars.
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Reviewed in the United States on February 13, 2026
★★★★★ 4
The grovel wasn’t groveling.
Format: Kindle
Oh no, if you’re going to promise grovel, you better deliver. And unfortunately… this one fumbled the assignment.
Three Alphas who rejected their scent match, broke her heart, and let her walk away for ten years, only to realize she was “the one suddenly”? I was ready for emotional devastation and tearful, knees-in-the-snow apologies.
But here’s the problem: the grovel just didn’t hit hard enough.
For a betrayal that deep, the emotional payoff felt rushed. The Alphas express regret, sure, but it never quite reaches that gut-wrenching, ache-for-it level you expect from a story built entirely on redemption.
Their apologies come, but they lack the prolonged suffering, the desperate proving, the earn it or lose her forever energy that would’ve made this unforgettable.
After ten years of heartbreak and abandonment, Noelle's forgiveness comes a little too easily, a little too quickly. You can feel the story nudging her toward reconciliation before the emotional scales are fully balanced.
The chemistry is still there, the tension still simmers, and the small-town winter vibes are undeniably cozy, but for a book titled Grovel, the emotional reckoning needed to be deeper, messier, and far more punishing.
A compelling setup with plenty of angst and longing, but if you’re here for hardcore grovel and slow-earned forgiveness, this one might leave you wanting more.
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Reviewed in the United States on March 26, 2026
★★★★★ 5
Christmas fluff
Format: Kindle
This is a super cute sweet and fluffy sort of story, no OTW no angst a little bit of sadness some reject but you know in the end they come back together as a better stronger pack.
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Reviewed in the United States on March 13, 2026
★★★★★ 5
very cute
Format: Kindle
This was a great winter read with grovel! I love that each MMC took his own approach to groveling, and that the FMC didn’t forgive them easily.
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Reviewed in the United States on January 17, 2026