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KPI


Contact Center Performance Measures

Wednesday August 25th 2010 3pm Rated 2 0 Comments Contact Performance Balanced Scorecard Multi Channel Benchmarking CRM Customer KPI Data
Call centers are poised to play a key role in customer retention and value, but most still rely on cost-efficiency metrics to drive performance.
Community

Paper or Plastic: How a Grocery Bag Full of Money Can Improve KPI's

Friday January 25th 7am Rated 1 0 Comments People Retention KPI Incentives
I've visited hundreds of contact centers over many years. On almost every visit, I have seen hanging banners, wall posters, graphs, charts, spinning mobiles, or scrolling notices across reader boards all promoting some sort of ongoing reward program or limited duration contest aimed at motivating agents to improved performance. These types of incentive programs are now supplemented with employee balanced score cards and very detailed agent analytics.

CCA Essential Reading List #6: Survey Methodologies, Research & Math

Friday October 8th 2010 1pm Rated 1 0 Comments Book Review Customer Service Forecasting Growth Rate KPI Measurement Metrics Queue
This is list contains two must read books, "Customer Surveying" & "Survey Pain Relief." Taken together, there is no better set you could ask for for an understanding of measuring customer staifaction.





Simplifying your Business

Wednesday March 28th 2012 12am Rated 0 0 Comments KPI SLA Analytics Continuous Improvement Improvement Measurement Metrics Optimization Performance
Simplifying your business begins with the right measurement tools to optimize performance in your call center.

Key Performance Indicators: Are You Measuring the Right Things?

Thursday September 2nd 2010 12pm Rated 0 0 Comments Performance KPI Metrics
Focus on the KPIs that meet the most powerful needs of your key stakeholders. A look at nine metrics that contribute to company success.
Community

Metrics that Matter

Wednesday August 25th 2010 1pm Rated 0 0 Comments Metrics SLA Budget Cost Measures Customer Employee KPI Performance Contact
A new twist on three commonly used KPIs will help you to stop chasing monthly goals and focus on service consistency.
Community

Low-Cost Agent Incentives: Ideas for Affordable Contact Center Incentives

Wednesday August 25th 2010 11am Rated 0 0 Comments Incentives Performance Agent Communication Customer Customer Service Employee KPI Management Supervisor Team Contact People
Developing staff incentives on a tight budget: The most effective rewards often don’t cost a lot.
Community

Technology-Enabled Service Excellence

Wednesday August 25th 2010 11am Rated 0 0 Comments Quality IVR Tools Agent Communication CRM Customer Email KPI Reporting Technology Contact Improvement Learning
Take a tour of high performance tools that can put you on the path to consistent service excellence.
Community

Coaching Champions

Wednesday August 25th 2010 10am Rated 0 0 Comments Coaching Training Development KPI Performance Contact People
Coaching is your most important role as a leader. Four principles to ensure that you’re guiding your team to the championships.
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