Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs. That, in turn, will undermine the center’s ability to perform. There’s also the related issue of psychology — when upper-level managers see room for improvement, they tend to feel more assured they are getting the whole story.
Excerpt from Call Center Management on Fast Forward by Brad Cleveland.