Score Card

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Has anybody recently introduced integrated WFM score cards? If so, what benefits / disadvantages have you seen so far and what were the greatest challenges in achieving this?

Thanks in advance


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Call Centre Helper


Andy

I did a session athe Planning Forum on the use of MI and one of the topics we covered was balanced scorecards.

Around 10% of the audience were using them. My personal take is that they show too many metrics and can lead to information overload. I had a chat with a call centre manager on Wednesday who said that they can also be had to change behaviours as they can send out mixed messages ie. you are bad here, but good here.

The avergae call centre uses just 6 key metrics to drive behaviour.

We will be running an article on balanced scorecards in the next 6 weeks.

I hope this helps.


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