From the monthly archives: March 2007
You only have to spend about 30 seconds in any call center on the planet to hear the term Service Level thrown out as a KPI (Key Performance Indicator) for measuring “customer experience” and “accessibility”. I’m going to tell you a little secret about Service Level that the rest of the industry is too afraid to acknowledge: not only is it [...]
Continue Reading →Ok, while most everyone else is busy puking on Cisco’s parade for their two recent acquisitions of Social Networking Companies, and wasting otherwise productive time by ranting about why this is such a bad idea. Let’s take a look at what’s really going on here. Unlike the News Corp-MySpace acquisition, Cisco clearly isn’t after these companies for their [...]
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