Wednesday, March 16, 2011

Contact Center Analytics - Are We Doing Things Backwards?

My latest column is running now on Exony's website. This is a fairly new venture, and the overall focus is on the conatct center space, especially hosted operations. In this column I begin exploring analytics and whether existing approaches are focusing on the right things. It's running now on their site, and you can read it here, along with my earlier columns.

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