Measuring Productivity across multi channels

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Measuring Productivity across multi channels
Hi everyone, really interested in hearing ideas about how to measure productivity across a diverse range of teams and all channels. If anyone is able to do this without significant IT investment I'd love to hear from you. Thanks in advance and kind regards.

Helper

Call Centre Helper

Difficult to measure
It is difficult to measure productivity as many of the metrics are flawed.

https://www.callcentrehelper.com/how-to-calculate-productivity-128084.htm

What you need to be focused on are metrics based on outcomes, such as customer satisfaction scores.
Read this article (part of our Manifesto series) which will provide some interesting insight
https://www.callcentrehelper.com/stop-blindly-obsessing-over-efficiency-112048.htm

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