Achieving a step change in contact centre performance: Exploiting data to make better decisions and take effective action

摘要

An examination of performance measurement and strategies for performance enhancement within contact centres, this paper reviews performance measures that have proven problematic and looks at the impact of measurement on employee motivation. The paper moves on to look at what contact centres should really be measuring - value delivered to the customer and value delivered to the business -and how to publish results to the organisation, in order to catalyse action and change.