We just published the latest edition of Quality Times, Vocalabs' newsletter about measuring customer service quality.
This month's newsletter features our hot-off-the-presses whitepaper, The Metric-Centric Trap, which I wrote in collaboration with Raj Sivasubramanian of eBay. I also write about the use of incentive-based pay in the customer experience world (spoiler: I'm not convinced it's a good idea).
This newsletter is one of the ways we get to know prospective clients. So if you find this useful and informative, please help us out by forwarding this to other people who might also enjoy it, and encourage them to subscribe. You can subscribe to this newsletter on our website to automatically get each new edition when it is published.
As always, I hope you find this useful and informative.