I am a new appointed manager for a customer service department , the main objective I have is to implement some changes for the better. We are working within the Financial industry and have 40 staff. our PCA currently averages around 85% and our sta

I am a new appointed manager for a customer service department , the main objective I have is to implement some changes for the better. We are working within the Financial industry and have 40 staff. our PCA currently averages around 85% and our staff range from experienced to development. We are introducing Resource and planning in our area and the age old argument of forecasting and metrics have been mentioned. Does anyone have any more ideas what successful strategies to use to increase department% in all areas and also what impact your ideas will have in an estimated % Thanks