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Measurement


Giving Your Quality Program “Teeth”

Tuesday November 15th 2011 9am Rated 3 1 Comment Measurement Quality Management
As call center leaders, we fancy ourselves as both scientists and artists. In a highly complex, people-fueled, and time-intense operating model, the ability to balance intuition and analytics is paramount to our success. Let’s leave the world of art for a moment and focus on science. One of the characteristics of call centers that I am continually drawn to is their innate measurability.
Community

One More Time, What Is the Value of Customer Service?

Thursday June 9th 2011 8am Rated 3 1 Comment Customer Service Metrics Measurement
The world of customer service and support still lacks the depth of respect that it deserves, it’s improving each year, but it’s still a struggle to prove that the contact center is more than a black hole. Fulfillment operations where upselling is a routine part of the contact center business has an easier time making a case that they matter to the bottom line of the business. All other types of contact centers have to show their value almost every day.
Community

How do you Measure Customer Experience?

Tuesday August 2nd 2011 10am Rated 1 1 Comment Measurement Customer Expectations
A friend of mine emailed me last week with one question: “Mary, how do you measure customer experience?” My friend is a Six Sigma, black belt, call center executive. Therefore, I naturally approached this question as not only a challenge, but also an opportunity to provide him with an answer he could actually use. So... where does one start when wanting to measure customer experience?
Community

Why Your AHT Goal May Be: If You Can’t Measure It, You Can’t Manage It

Wednesday September 21st 2011 8am Rated 5 0 Comments Benchmarking Measurement
In the end every organization has to decide the strategic role its contact center plays within the greater organization structure and then build from there.
Community

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.

How to Measure Supervisor Performance

Tuesday August 31st 2010 1pm Rated 1 0 Comments Supervisor Performance Measurement
Move beyond team averages to address the behaviors and skills that drive employee and customer satisfaction, and business results.

Audit Your New Hire Training Program

Monday August 23rd 2010 3pm Rated 1 0 Comments Hiring Training Measurement Performance Employee Survey Contact
The first months of employment sets the tone for rep engagement, retention and success.
Community

Measuring Customer Handle Time: Introducing ACTI

Monday August 23rd 2010 9am Rated 1 0 Comments Call Handling Metrics Measurement ACD Customer Experience IVR Management Manager Quality Contact People
Introducing ACTI — a new metric that aligns service quality and efficient delivery for a lasting impact on customer loyalty and costs.
Community

Session 703: Moving Metrics Into Action

Wednesday March 13th 12am Rated 0 0 Comments Metrics Measurement Management Performance
These days, contact center costs are getting more attention than ever and the pressure is being felt at all levels of the organization. Front-line managers are often caught in the middle and find themselves struggling to balance conflicting objectives and priorities.
Community

CCA Online Summit Session Example

Friday September 28th 2012 10am Rated 0 0 Comments Customer Service Metrics Measurement
If you were unsure if the CCA Online summit was right for you or maybe you were just unable to attend, check out this complimentary session from the most recent CCA Online Summit: Measuring Your Contact Center Vitals: Metrics, KPIs and Customer Satisfaction.





Session 701: Panel Discussion: Ban AHT & Reduce Your Metric Footprint

Friday April 27th 2012 12am Rated 0 0 Comments Metrics Measurement
Holding agents responsible for AHT has long been a standard (and sacred) performance metric. Due to the convergence of three powerful external forces, the value of quantitative measurements are coming under closer scrutiny.
Community

Session 904: Contact Center Best Practices – What Should I Be Measuring And How Do I Get The Rest Of The Enterprise Onboard?

Thursday April 26th 2012 4pm Rated 0 0 Comments Leadership Management Metrics Measurement
Tourists…you know who they are. Your colleagues from other departments who stroll through your center, are copied on your reports and always have an opinion on how to improve service levels…even though they have never handled an irate customer call, or interviewed 57 CSR applicants in a single day.
Community

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.

Essential Readings in Six Sigma

Sunday October 3rd 2010 10pm Rated 0 0 Comments Customer Expectations Customer Service Forecasting Implementation Measurement Metrics Models Quality Process Tools
Six Sigma is a proven quality program that is increasingly being used in the service sector. This list of books on Six Sigma can be used as a starting point to understanding this exciting methodology.
Community

VSP Vision Care

Wednesday August 25th 2010 8pm Rated 0 0 Comments Culture Hiring Performance Employee Certification Customer Management Measurement Metrics Training Quality Contact People
A core value of this contact center’s engaged workforce is a strong service orientation for internal and external customers.
Community

Training Tips Every Manager Needs to Know

Tuesday August 24th 2010 2pm Rated 0 0 Comments Training Technology Measurement Manager Employee Team Contact Learning
Improve the stickiness of your training through clear objectives, effective job aids and valid measurement.
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