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Top 30 Customer Service Experts to Follow in 2022

SmartKarrot

Adrian Swinscoe is a globally recognized customer experience consultant specializing in customer service tactics to help businesses succeed. is an internationally recognized customer experience consultant. Having served the industry for over 25 years, Franz helps firms build transformational CX strategies. Adrian Swinscoe.

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Why an 80/20 Service Level is Wrong for Your Call Center

Fonolo

With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. And, second, no one knows where this standard came from! Whatever the story is, clearly we need to approach this “standard” with skepticism.