October - 2017

Setting Service Level Objectives

Originally published in Contact Center Pipeline, May 2015 X% answered in y seconds. That’s the formula we use for service level...

Tech Worth Following, 2018 Edition

The SBR Balancing Act

Budget Prep for Next Year

One and Done: First Contact Resolution

The Moment of Truth

Closer to the Customer

Agent Attrition: Time for a Change

To NPS or Not NPS

Setting Service Level Objectives

Managing the Smaller Contact Center

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SERVICE AGILITY