Bright launch The Performance Management Guide 2009
Are you are getting the most out of your contact centre?
In this guide (a UK media exclusive for Call Centre Helper), industry specialists Stephen Jacobs and Mats Rennstam from Bright take a closer look at how to measure and achieve effectiveness. It even features a guest section from Call Centre Helper’s own editor, Jonty Pearce.
Mats Rennstam
Performance Management has taken on a much wider meaning than just productivity control over the last few years. More and more it also encompasses employee engagement as well as the contact centre’s impact on customer satisfaction and behaviour. This to ensure management understand the centre’s effectiveness as well as its efficiency.
Stephen Jacobs
The guide also looks at how different areas drive each other, how to improve internal and external status and how to align contact centre targets to the organisation’s overall goals.
The key things you will have gained after you’ve finishing reading are:
- Knowing what the most relevant areas are to measure and manage, and why
- An updated insight into how these areas drive each other
- Access to a range of tools taking the pain out of your everyday work
Download the guide here.
