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As a manager, your job is to improve performance, manage the business etc (we won’t bore you with all the detail – you know this already). However, to manage you need to measure and so if you manage a contact center but have few measures, take some time out of your schedule and write down everything you are responsible for and come up with a corresponding list of measuring it.
For example, if you are responsible for service level, you probably already measure it through your acd reporting package. If you are responsible for motivation – do you measure it? Make sure you can measure every aspect of your responsibilities and then apply this to your staff so they know how they are being measured.
Take the tips with you on your mobile device by scanning the QR code or using the links