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Jessica Malnik - CMX Summit East 2016 - Why Your Support Community Metrics Might Be Wrong

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Jessica Malnik - CMX Summit East 2016 - Why Your Support Community Metrics Might Be Wrong

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Jessica Malnik of The DC talks about customer support-focused communities and how call deflection, the traditional metric for these forums, is flawed.

Jessica Malnik of The DC talks about customer support-focused communities and how call deflection, the traditional metric for these forums, is flawed.

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