KPIs
Call Center Week: Witness the Death of Average Handle Time (AHT)
June 19 by Brian CantorThe reality that what resonates on paper does not always resonate in the corporate world is a lesson of immense familiarity to the customer management community. Concepts like social customer care...
From Strategic Planning to Tactical Execution with the National Cancer Institute
February 01 by CCW Digital EditorMaryAnn Monroe, Director of the Cancer Information Service for the National Cancer Institue, along with Dawn Sittauer, the NCI's Contact Center Manager, gives a keynote presentation at IQPC's Govern...
Darryl Flores Ignites a New Age in Call Center Performance Metrics
July 02 by Blake LandauWith over 16 years in the call center environment, Southwest Business Corporation’s Darryl Flores has had many times when his Senior Management has said "show me." As a result, his experience...
What Are Your Contact Center Metrics Really Telling You?
June 22 by Vasuda DemingOne of the great things about the contact center as a workplace is the ready availability and near-instant access to metrics — measures of quality and productivity. Unfortunately, however, thi...
First Call Resolution Guarantees Excellent Customer Experience, Or Does It?
May 26 by Gary SchwartzSome might argue that First Call Resolution (FCR) should be top of the agenda in the call center environment but traditional Key Performance Indicators (KPIs) are not always the best way to measur...
Transform Your Call Center into a Value Performance Monitoring System
January 04 by Reg GoekeI’ve observed the workings of call centers in a variety of industries, and I have always been chagrined at their reactive nature and the lack of focus associated with call center activities. I...
Service-Level Targets: One Size Doesn’t Fit All
November 09 by Andrea AyersThroughout my years managing call centers and global service operations, there has been ongoing debate over service-level targets. Some propose a "gold standard" in setting service level targets. Ho...