Top tips for using MI in the contact centre


Our editor Jonty Pearce and Colin Wheelan from the Professional Planning Forum, recently held a workshop at the Planning Forum Conference on Management Information (MI) and the contact centre.

Here are the top tips that came from the floor.

  • Make it relevant to the business.
  • Be perceived as adding value through insight
  • Move away from performance-based targets to behavioural-based targets
  • Know your audience and deliver a tailored report format
  • Produce a league table supported with quality-based incentives
  • Be aware of conflicting metrics and targets
  • Keep it simple
  • There may be more than a single version of the truth

Here is a copy of Jonty’s slides that he presented.


Jonty’s Presentation

Thanks to Dave Appleby and Richard Snow for supplying the survey information and some of the tips.

Author: Jonty Pearce

Published On: 12th May 2010 - Last modified: 22nd May 2017
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