Top tips for using MI in the contact centre Related Articles 50 Expert Tips to Improve Contact Centre WFM 29 Tips for Improving Average Handling Time (AHT) Recorded Webinar: 7 Winning Tips From Great Contact Centres Workforce Management Guide 8,028 Filed under - Hints and Tips, Contact Centre Reporting, Measurement, Metrics, Monitoring 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 Read more about - Hints and Tips, Contact Centre Reporting, Measurement, Metrics, Monitoring Recommended Articles 50 Expert Tips to Improve Contact Centre WFM 29 Tips for Improving Average Handling Time (AHT) Recorded Webinar: 7 Winning Tips From Great Contact Centres Workforce Management Guide Related Reports eBook: Measure What Matters - Contact Centre Efficiency 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