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COVID-19 Operational Considerations

Prior to starting Topbox, our executive team leads outsourced contact center operations for dozens of global brands, managing nearly 50,000 agents across more than a dozen countries. We have decades of contact center operations experience and wanted to share a few thoughts about how to optimize your operations while facing this unprecedented time. To get …

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Forrester’s “Only CX Metric That Matters”

Harley Manning wrote an eye-opening blog yesterday that all CX or VoC professionals should read. Here’s the link: https://go.forrester.com/blogs/theres-just-one-cx-metric-that-matters-to-your-c-suite-but-youre-not-reporting-it/ I won’t attempt to paraphrase Harley’s entire blog, but the key takeaway for me was his point that CX programs MUST be measured in DOLLARS.  While NPS, CSAT and other survey-centric measurements are nice, the only metric …

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