Andreas Gregoras

Every list of contact center measures reads roughly the same. Service level, handle time, resolution, satisfaction. Useful enough, and almost entirely written for operations that answer to themselves. Outsourcing changes the nature of the exercise. A number that a manager uses to run a team becomes a number a client pays against, and that single […]

Almost every comparison you’ll read on this subject was published by somebody selling one of the two options. That doesn’t make them wrong, exactly. It does mean the cost model underneath tends to be assembled in a way that reaches a conclusion before you started reading. What follows is an attempt at the other thing: […]

Standard evaluation criteria were written for operations where one customer holds one account and calls about their own business. Logistics does not work that way, and vendors demonstrating against generic requirements will pass an assessment that never tested the things most likely to fail. What follows is the set of questions I’d want answered before […]

Most service measurement asks people how they felt. This one asks something narrower and, I’d argue, more useful: how hard did we make you work? There’s a catch, though, and it shapes everything below. Two different survey questions, two scale directions and two calculation methods all travel under the same three letters. Compare your result […]

Most articles on this subject present a live choice between two options. That framing was accurate a decade ago and is drifting out of date, because in a growing number of markets the copper network underneath traditional service is being switched off deliberately. So there are really two questions here. Which technology suits your business, […]

Two things are true about this measure at the same time. It is the most widely adopted customer loyalty framework in existence, used by roughly two-thirds of the Fortune 1000. It is also the metric its own creator has publicly warned is being turned into a vanity statistic by the firms reporting it. Holding both […]

Two numbers sit at the top of every outbound reporting pack, and plenty of teams treat them as near-synonyms. They aren’t. One measures whether your telephony and data worked. The other measures whether your targeting worked. Confusing them means fixing the wrong problem for a quarter, sometimes longer. Worse, there’s no industry-wide agreement on what […]

Customer Satisfaction Score (CSAT) is a customer experience metric that measures how satisfied a customer felt after a specific interaction, purchase, or support experience. Businesses collect it through a short survey, usually a single question with a numerical or descriptive scale, and calculate a CSAT score from the percentage of respondents who chose a positive […]

Real estate has always been a speed-to-lead business. When a buyer submits an inquiry about a property, every minute matters. Studies consistently show that lead conversion rates decline sharply as response times increase, while prospective buyers and sellers often contact multiple agencies simultaneously. A delayed callback, missed SMS, or unanswered web inquiry can easily result […]

Every missed call in real estate is a potential commission lost. That statement may sound dramatic, but it reflects how modern buyers, sellers, landlords, and tenants behave. When someone decides to pick up the phone and contact an agency, they’re often acting with intent. A seller wants a valuation. A buyer wants to schedule a […]