Is an 80/20 Service Level Your Call Center’s ‘North Star’?

The concept of a “North Star” metric has become a fashionable discussion among start-up culture. The idea is that companies should find a single, simple metric to focus on and, if they choose well, it will align everyone on the team with the actions needed for success. Check out this deck on that topic from … Continue reading Is an 80/20 Service Level Your Call Center’s ‘North Star’?