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®, 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 things to know about queues: They will always be with us. Anytime there is demand for limited resources, there is potential …

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