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.
- Make it relevant to the business.
- Be perceived as adding value through insight
- Move away from performance-based targets to behavioural-based targets
- Know your audience and deliver a tailored report format
- Produce a league table supported with quality-based incentives
- Be aware of conflicting metrics and targets
- Keep it simple
- There may be more than a single version of the truth
Here is a copy of Jonty’s slides that he presented.
Jonty's Presentation
Thanks to Dave Appleby and Richard Snow for supplying the survey information and some of the tips.
Tweet12 May 2010
Filed under Hints and Tips , data, management information, measurement, metrics, monitoring
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