David Sims : First Coffee
David Sims
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Understanding Call Center Metrics, CRM+ From Inside View, Pictures for 911 Calls,

Monet Software has been posting some good info about call center metrics, how to use them to set goals, what they mean, exactly. Take abandon rates. As Monet officials explain, that means the percentage of calls that hang up before...

First Coffee for July 19, 2005

By David Simsdavid@firstcoffee.biz The news as of the first coffee this morning, and the music is Dave Brubeck’s Time Out. Just never gets old, does it? First CoffeeSM welcomes Bruce Cleveland this morning. Cleveland is Siebel’s new senior vice...
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