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Right Metrics?

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.

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TIPS

We can all remember the old ways of recruiting staff – have an advert with a postal address and ask applicants to write in. The process would take weeks to complete. Now that it is getting harder to recruit new staff, shorten the process as much as p... Read More...
August 14, 2020 5:00 AM
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When I call an organisation, to a degree I expect the person I speak to use the same language as I do and not to talk down to me. What I therefore dislike is agents/reps who launch immediately into techno babble without checking my knowledge. In addi... Read More...
August 13, 2020 5:00 AM
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15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
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