How Is an iPod Similar to a Contact Center?
![CallsCenter CallsCenter](http://howardkiewe.com/wp-content/uploads/2012/12/CallsCenter.jpg)
Written on December 22, 2009 at 12:50 am, by aaron
During a field study that included a major financial institution’s contact center, a senior manager grabbed my attention with this nugget: “every second is a full-time employee in our world” [1]. He went on to describe how, if the average-call Continue Reading »