Articles about monitoring

In recent years the NetPromoter score has become all the rage as a way of measuring contact centre performance.
Lyn Etherington explores what is really behind the NetPromoter Score and what you can do to drive it up.

We’ve had customer satisfaction scores. Then along came NetPromoter and more recently customer effort scores.  All of these claim to be the only measurement that you need to use.
But can a single measurement give the full picture?  Peter Massey gives his opinions of customer measurement.

Call quality monitoring is an essential way to track the level of service given by agents.
But these seven deadly sins could undermine your method.

Call centre managers who still believe that a wallboard displaying five to six simple operational metrics is all they need to guide their teams to their goals are missing an important aspect of customer service, argues Susan Saldibar. 

Speech analytics is starting to enter the mainstream.  But like most new technologies there have been some teething pains along the way.
In this article Martin Hill-Wilson looks at what has been holding back speech analytics and where it is likely to be moving in the future.

Effective use of workforce management can be a difficult balance to find, and to get the best from it, you’ll want to avoid these deadly sins of WFM.

Measurement in the performance of contact centre agents is changing rapidly.
Paul Weald looks at what new measures need to be implemented so that organisations not only serve the customer better but also inspire loyalty and advocacy.

There are huge benefits to be gained from benchmarking a contact centre. By comparing their business processes and performance against others – particularly those deemed to be industry leaders – contact centre operators can establish their strengths and weaknesses and use that information to make vital process improvements.

This week sees the launch of the Workforce Management Reference Guide.

What makes it different is that it has been written collaboratively by a team of people from across the industry.
Click here to visit the Workforce Management Reference Guide.

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.