In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if...
The Edge of Service® – Insights to Elevate Customer Experience
A Must-Read Newsletter on the Trends, Strategies, and Innovations Shaping Service Delivery. Subscribe to get notified.
