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thinkJar, the blog!

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Day: May 11, 2009

Posted on May 11, 2009

Why Do You Want To Be The Same Mediocre Loser?

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 …

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