Are the Metrics You’re Measuring Boosting Performance?

Are you feeling confused, overwhelmed, uncertain when it comes to managing the metrics? Trust us; you’re not alone.

In a Contact Centre, we seem to have access to unlimited amounts of data, but here’s the question you need to ask. “Just because you can measure something, should you?

Metrics are in place to understand why performance is what it is – but they are not the final answer. Key Performance indicators (KPIs) and metrics serve as a way of measuring progress but too often we look at them solely as targets instead of a source of insight to determine how we can improve efficiency, the customer and agent experience. Sometimes we default to measuring and monitoring “what’s easy.” Another school of thought suggests we should focus solely on effectiveness. Call Centre performance measures often create conflicting goals for frontline staff.

In this workshop, we will examine how this happens and…