Finding the Right Performance Measures for Contact Centers
Ventana Research recently completed a study that shows companies use a variety of measures to assess the performance of their contact centers. The most popular are based on measuring how efficiently calls are handled. First-time resolution of problems is high on this list because managers see it as impacting both costs and customer satisfaction. But Ventana observations suggest that many companies distort the real results by applying questionable operational practices. Ventana recommends that companies seeking real performance improvements scrutinize these practices and supplement efficiency measures with others more directly related to their business goals.
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