Monthly Archives: November 2012

The Case for Continuous Monitoring

One of the metrics we capture and report on for our clients is the first thing a caller hears (or doesn’t) when they initially contact our client’s organization via phone. We give a very small positive measure if the client answers the call, and a large negative if they don’t. It is an expectation that every call to an organization should be answered, so the fact that your organization answers your phones is a small positive. If your organization doesn’t answer your phones, then your callers’ experiences are poor, and our caller experience metrics reflect that. Many people have asked me if we truly experience … …more