2004 Accountability Average Handle Time Customer retention 
Customer Relationship Metrics
JULY 26, 2017
Ownership over Accountability. When your focus is on how to hold people accountable, it takes your focus off an important question: “Why do we need to hold people accountable in the first place?”. She states that if you believe people need to be held accountable, what is YOUR underlying belief? Why is that? Ownership.
Contact Center Geek
AUGUST 7, 2014
We all need compelling reasons to keep our customers coming back. Customer retention is vital and getting customer feedback can give great insight into the future success of our business, but we need to allow customers to leave us. In late 2004 I visited the AOL call center in Ogden, Utah.
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