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