Workforce Analytics Isn't as Scary as It Sounds
Harvard Business Review
MARCH 23, 2012
ready to weigh and measure any parcel of human nature, and tell you what it comes to." Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. Third, how can we improve call-volume? Take Thomas Gradgrind in Hard Times. A man who is.
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