how to overcome 6 contact center metrics mistakes

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How to Overcome 6 Contact Center Metrics Mistakes

Insight from our July 26, 2016 #ICMIchat

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Mistake # 1: Measuring too much and acting on too little. (AKA

drowning in data)

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Measure what matters, ditch what doesn’t.

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Mistake # 2: Pulling reports, but not sharing successes and

challenges with the rest of the organization.

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Sharing Contact Center Metrics With the Broader Team

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Mistake # 3: Running the contact center based on averages.

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Avoiding the Averages Trap

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Mistake # 4: Spending time on forecasting, but ignoring schedule

adherence.

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How to Approach Schedule Adherence

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Mistake # 5: Burning out agents with lofty occupancy goals.

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Agent Occupancy

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Mistake # 6: Measuring Customer Satisfaction (CSAT) but not

Employee Satisfaction (ESAT).

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How to Measure & Act on ESAT

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Join us Next Time!

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Visit our forum to learn more : http://ubm.io/25N3ckv

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