Articles about monitoring

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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Have service-level stats outlived their sell-by date?

We all measure the number of calls answered in 15 seconds, and the amount of wrap-up time. Why? Because they are easy to measure.
Richard Snow’s research indicates that they may have gone past their sell-by date.

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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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12 great tips to improve call centre performance

We asked some of our call centre colleagues to come up with a number of tips to improve call centre performance.
Read on to find out what they had to say…

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Answers: I need help forecasting sales revenues – any advice?

I’m trying to financially model and write a business case for an inbound/outbound contact centre.

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Seven ways to improve efficiency in your contact centre

With a difficult economic period ahead the Professional Planning Forum looks at how to drive efficiency in your contact centre.
With ideas ranging from removing the need to contact at all to the more traditional multi-skilling approach, we provide some key areas to be looked at when driving efficiency, whilst maintaining or improving the customer experience.

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