SIGIA-L Mail Archives: Re: SIGIA-L: Usability and product vision
Re: SIGIA-L: Usability and product vision
From: karl fast (karl.fast_at_pobox.com)
Date: Fri Feb 15 2002 - 20:47:11 EST
> And efficiency isn't everything. One company discovered that when
> they hired seniors to staff their call centers that their average
> time-per-call was higher (the usual do-or-die measures for call
> centers), but they also booked more revenue. Why? The seniors were
> taking time to talk to people and closing more sales.
Which company is this? Do you have a source for this or is it from
your own experience?
I'm curious because if it's been published somewhere I'd like to
track it down. Maybe use it to argue against "efficiency," when we
really mean effectiveness.
--karl
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