Which measurement approach is best for you?
They say you are what you measure, and that’s bad news for a contact centre industry that has spent far too long concentrating on quantitative metrics that focused excessively on the average.
The problem with average metrics is that they hide inconsistent performance, concealing variance and making it much more difficult to improve key measures such as Quality and Adherence.
We believe it’s far more important to focus instead on more relevant, customer-focused contact centre metrics – measures such as Net Promoter Scores, social networking comments, real time customer feedback, and balanced scorecards that all aim to match quantity with a qualitative performance aspect. Organisations don’t have to look far to find an approach that could work for them – so there’s really no excuse to be average any more!
When measuring call centre performance, find out which approach could work best for your business