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The only metric you should measure in a contact center.
Manage episode 407193192 series 3558719
Innhold levert av Amas Tenumah and Bob Furniss. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Amas Tenumah and Bob Furniss eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du følge prosessen skissert her https://no.player.fm/legal.
Tune in to hear...
“There are lies, there are damn lies and there are metrics!”
If you can’t measure it, you can’t manage it” - Dr Demin
- Why are there so many damn metrics in a Contact Center
- Is chasing Average Handle Time effective?
- Does Average Rate of Answer really matter?
And so much more!
Contact Amas and Bob.
http://linkedin.com/in/amastenumah/
https://www.linkedin.com/in/bobfurniss/
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