The Measures Every Contact Center Should Have

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data! And even so, many organizations are operating without information that is essential …

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Essential Metrics for the Service Operation

There are many variables in customer service and there are almost always different perspectives of what’s important. What should you focus on? Explore answers to that question in my Lynda.com video “Essential Metrics for the Service Operation” from my recent course “Service Metrics for Customer Service“. It defines seven key aspects of service that should always be reflected in metrics. …

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