It’s not all About Efficiency 531 Filed under - Archived Content, Workforce Management (WFM) We have a tendency to treat the contact centre like a big factory of telephone calls and emails. This becomes most apparent when we look at contact centre metrics. Numbers of calls, average handling time, service level and cost per call are all measures of efficiency. But they are not good measures of effectiveness. It is better to start using metrics that look at outcomes. We need to develop a culture where we do the right things for our customers and the stats don’t get in the way. Author: Jo Robinson Published On: 11th Aug 2015 - Last modified: 10th Dec 2020 Read more about - Archived Content, Workforce Management (WFM) Related Reports Report: Best Practices for Global Product Leadership in WFM and Intraday Automation Report: The Evolving Contact Centre Landscape eBook: Break Outdated WFM Paradigms eBook: Learn the Best WFM Practices of CX Winners Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter