A few years ago, over the course of a few quarterly business reviews, I was pushing hard on performance with a specific supplier. I was focused on improving the numbers for first call resolution, and I was especially concerned about the site’s alarmingly high attrition rates – in the 30% range, which is off the charts.
This led to the replacement of the site director as the problems continued. At the next QBR, I probed into what the new site director had found out about the site’s… Continue
Posted on January 14, 2009 at 3:47pm — 2 Comments