Tweet |
What do you measure in your center? Are they in line with your corporation’s mission statement? Often we find metrics are based on easy to measure factors that are churned out from reporting packages – things like service level, average call duration, cost per call, etc. However when you compare these with what your mission statement says about ‘Customer Satisfaction’ or ‘Service’, etc, do they match up? Often they do not. As an exercise, write down all the metrics you report on and see how many, if any, directly support the corporate mission. Then review the metrics and come up with a list of those you could and should measure. You may be surprised by what you find! If you come up with some new ones you should measure then start to track them from now on and see where that takes you.
NEXTGEN-TV PROGRAMMING
NOW PLAYING
Starting on the hour every hour today
Coming up this Week
Bharat Parshotam Head Direct Delivery Absa |
Nathalya Wani Sabu Executive Vice President PT. Bank Central Asia, Tbk |
Aymen Ismail Head of Customer Engagement Solutions smart Europe GmbH |
Emmanuel Omoike Team leader QPhoto Pty |
Sindhu Porwal Deputy Vice President ICICI lombard |
Danny Singer Founder& Chief Product Officer Noetica |
Pooja Raiyani Vice President ICICI Lombard GIC Ltd |
Ben Oxford Head of Digital Crisis Support Services Lifeline WA |
Bill Quiseng Chief Experience officer Bill Quiseng dot com |
Eko Wiyanto Director -- Lead Consultant Service In Mind -- PT. Service Mandiri Indonesia |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall