In the 1960s, as mainframe computers were entering the business world and inspiring much awe, sociologist William Bruce Cameron observed that wouldn’t it be nice if everything could be represented in numbers and run through an IBM machine? But he warned,...
Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels...
“Not everything that counts can be counted,” and “not everything that can be counted counts.” This quotation is sometimes attributed to Albert Einstein and though the source is not entirely clear, the message is. And it’s fair warning....
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.
