An Impactful “Old-School” Contact Center QA Strategy: A Review of the Managing-the-Average Technique
By Marshall Ogen, Vice President of Business Strategy at Concentra Solutions, Inc. Think back to pre-COVID days when we regularly dined out. You’ve seen it many times but may have just glanced past it. I’m speaking about that sign in the window or on the wall of a restaurant that displays a 100 percent…