So many people judge what a world class experience is by metrics that our industry has been using for over 30 years.Has using these metrics really improved the CX?Take a look at a new approach to KPI's.  One that measures not just how quickly the agent answers the phone but measures both sides of the conversation.Isn't the who point of world class customer service to improve the customer experience and not just hit a SLA number?We hope this episode opens some eyes into what we believe is the new standard of world class service.Check out https://youtu.be/f3VFttZ_Nlw for more on this episode