Articles about measurement

10 tips to improve call-handling performance

Despite the fact that seven in ten people prefer the phone to any other contact method, there are some common errors that companies continue to make in their customer contact operations.
James Tanner highlights 10 tips which could improve performance by more than 30 per cent.

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The best KPIs to use in your call centre

We’ve been doing a lot of writing and speaking about metrics in the contact centre. So we asked a number experts which key performance indicators (KPIs) should be used in the contact centre.

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Top tips for using MI in the contact centre

Our editor Jonty Pearce and Colin Wheelan from the Professional Planning Forum, recently held a workshop at the Planning Forum Conference on Management Information (MI) and the contact centre.
Here are the top tips that came from the floor.

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A beginner’s guide to balanced scorecards

Many contact centres use balanced scorecards to track performance. But what is a balanced scorecard and how does it work? Charles Baker explains.

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Does a contact centre really need to be world class?

Look at any major organisation’s vision and mission statements and you will almost certainly find the term ‘world class’ buried somewhere within these shining beacons of staff and client motivation.
When you look at the aspirations of customer contact centres within these organisations, ‘world class’ is also frequently on the check-list; yet so often the reality [...]

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A beginner’s guide to adherence management

All contact centre managers are familiar with the more commonplace methods of measuring performance across a contact centre such as average handling time (AHT), first-call resolution, percentage of calls abandoned, etc.
So, how can we manage to get more performance from our agents?
A new metric to add to the armoury is adherence. Andy Turner provides some [...]

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Does emotion detection really work?

There has been a lot of hype recently about emotion detection. Many people have been unsure of how well it works, or if it even exists!
We asked our panel of experts for their opinion.

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Measuring customer satisfaction and driving behaviour

We all measure customer satisfaction. So why is it so hard to drive it up?
Mats Rennstam gives a few pointers.

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Six things to banish from your contact centre

A lot of things in contact centres have outlived their ’sell-by dates’ .
Richard Snow takes us through his wish list of things that he would like to see banished from the call centre.

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What to measure and manage in your call centre

If I was forced to point to one thing contact centres get wrong I would point to measuring (and thus managing).
What is easy to measure is not necessarily what is most relevant to measure.
In this article Mats Rennstam highlights the most effective things to measure in your call centre.

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