Contact Centre Basics - How many evaluations is really enough? - Teck Heng Wang - ContactCenterWorld.com Blog
Its a basic question but its time as contact centre managers and directors, we need to ask ourselves this question.
Enough is again subjective. Enough from whose viewpoint? Agent? Organisation? Statistics?
So what happens to all that evaluations....Coaching most likely, are there sustainable improvements? Is it a mere tool to drive agent behaviour? Did we review our processes, products and procedures?
We need to understand that the cost of labour is high is many developed countries and evaluations are not the only way to improve your quality, it is possibly the most expensive way to do so.
So take some time and ask yourself, what do we really need?
Publish Date: September 12, 2013 3:57 AM