Service Levels - Still Thinking in Terms of Telecom?

As my coverage of the contact center space continues via Exony, I'm addressing new themes that have a fundamental impact on this market. What I find interesting is how so much of this parallels what I see in telecom, and how IP is changing the way we do things.

My latest focus is on service levels, particularly around how conventional approaches really only address half of what goes into delivering a quality experience with customers. Lots to explore here, and Exony provides a great forum for me to explore these topics. My latest post is now running on their - new and improved - website, so please hop on over and let me know what you think.