Agent Productivity: The Good, The Bad, The Cherry Pickers

Let’s face it… you have a sense of who your productive agents are. Wouldn’t you love some clear objective metrics to confirm your gut instincts (or maybe show you something that might be obscured)?   Sure, your team comes to work every day, clocks in on time, answer some calls, talks about how their mothers-in-law […]

Read More

Context over Content

Over at FlowingData.com (an excellent site) I was reading a great post about how British Petroleum is trying to mislead us with graphs in their efforts to curb the oil spill in the Gulf. This really got me thinking about something that we all know but often ignore. A creative person can really make data […]

Read More