Conference Presentation

Throw Out the Metrics!

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Forget everything you know about a typical call center! In this session, Dorie Wallace will share experiences, tips, and advice that allowed Blackbaud to have an almost 20% increase in customers, while decreasing their headcount by 3%. The company threw out most of their metrics, implemented proactive support strategies, and changed the way they served customers--all while increasing customer satisfaction to the highest in corporate history.

Presented By:

Dorie Wallace

Vice President Customer Support, Blackbaud

Publish Date: May 5, 2014

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