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.