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IT Issues are Stopping Contact Centres From Using Better Metrics

What-barriers-are-preventing-you-from-using-better-metrics

Published On: 9th Apr 2014 10:12 - Modified: 18th Sep 2019

According to our poll, more than half (57%) of contact centres are prevented from using more appropriate metrics because of IT-related issues.

Other prominent problems that stop contact centres from doing so, include the alignment of other departments (49%) and senior management not buying into the idea (48%).

Poll – “What Barriers are Preventing you from Using Better Metrics?” – answers

Too difficult or too complicated – 33%
Too expensive – 23%
IT issues – 57%
Senior management not bought in – 48%
Other departments not aligned – 49%

Source: Call Centre Helper webinar: Metrics that Matter Sample size – 149 Date: October 2013

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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IT Issues are Stopping Contact Centres From Using Better Metrics

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