Posts filed under Kaplan and Norton

September 8, 2016

Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!

We understand the need for tradeoffs in performance metrics to balance the proverbial scorecard. However, there are some technologies that transform business, creating value tides that lift all “metric boats”.…

Continue ReadingSorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!
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