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Counterpoint: Why Service Level Isn’t an Ideal Metric  Apr 01, 2007 9:30 PM By Brian Galvin

Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction’s

Examining the Realities: An Analysis of Today’s Call Center Metrics  Oct 18, 2006 8:53 PM By Brian Galvin

Contact centers are data-rich environments, with detailed information available from a multitude of systems on every minute step of each interaction

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