"Follow the Leader", Featuring Al Hopper
Call Center Weekly
MARCH 28, 2018
What are your thoughts on industry standards, with regards to contact center metrics? Why do we use metrics? To determine our success at something. In sports we use metrics like yards gained, strike outs, or minutes played per quarter. Those metrics work because it's a standard measurement between teams and even eras. Industry standards are the same; they allow business leaders to learn how well they are doing when compared to others.
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