The companies with the best customer service all have one thing in common: they believe that their customer service is in need of improvement. The most effective companies are those organizations obsessed with improving customer service. The least effective companies are those firms which believe they have excellent customer service. Every company no matter how [...]

call center Many executives ask the important question is a call center doing its job and justifying the money spent on it. Unfortunately many organizations simply can’t answer this question because they don’t have a good understanding of call center metrics. To put it simply call center metrics are the numbers that tell you whether [...]