Why has AHT become less of a #ContactCenter obsession? @JontyPearce on Goodheart's law "When a measure becomes a target, it ceases to be a good measure."
Would love to hear opinions on this one! https://t.co/7LHTlAyO3V
Huge fan of WebRTC and working from home, airport, or living in a coffee shop. Do contact center managers feel differently? #contactcenter#UC