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Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Tag Archives: service metrics

October 11, 2018

The Measures Every Contact Center Should Have

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...

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March 29, 2018

Common Pitfalls in Service Metrics

“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...

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