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Average handle time (AHT) or repeat contact doesn’t spike because leaders lack data.

Did you know that 90% of the world’s data was generated just in the last two years? In fact, over the last 13 years the amount of data captured globally has increased by an estimated 7,400%!

If you want to get somewhere, of course you need to know which direction you’re heading. To get there efficiently, you also need a deep understanding of where you currently are.

Customer sentiment can change quickly and unexpectedly, veering from delight to disappointment as an interaction or brand experience fails to deliver as expected.

I got on a call with customer service the other day while simultaneously juggling life as all moms do. I was hoping to just have a quick conversation and resolve a simple issue, but the discussion dragged on.