New ebook (free), ICMI’s Guide to Contact Center Metrics

I recently co-authored an eBook with Justin Robbins for ICMI and Five9. ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). Download your copy here!

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The Edge of Service® Newsletter, Issue 10: Beware Others' Benchmarks

The Edge of Service® Newsletter, Issue 10: Beware Others’ Benchmarks Let me begin with a quick preface. The title is “beware others’ benchmarks,” not ignore them, or be uniformed of them. Benchmarks are necessary. But to the definition of beware… be on guard, be wary. Remember in school when you got back graded tests? If the teacher caught you peeking at your neighbor’s score …

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