Normally this would have been very cool by itself (despite what you see in movies the technology we have cannot yet select a phone conversation from among millions – or even thousands – based on [...]
The most common calls I used to field at Gartner were people looking for average metrics. The conversation would be:
“We are measuring Average Handle Time and we need to know what the average is for our industry” “Why are you measuring AHT?” “Well, that is something we have always done – so we want [...]
