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...
The Edge of Service®, Issue 9: How "Waiting in Line" Is Changing
The Edge of Service® Newsletter, Issue 9: How “Waiting in Line” Is Changing If you care about delivering effective service—whether you head a multinational, direct a division, or are simply intent on meeting commitments as an individual—there are three...
Call Centers Can Be Any Size