IT Issues are Stopping Contact Centres From Using Better Metrics

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