November - 2017

To NPS or Not NPS

Originally published in Contact Center Pipeline, February 2015 If by chance you are unfamiliar with the phrase Net Promoter Score (NPS),...

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