Performance Management & Metrics
Available from The Taylor Reach Group Inc.
You can’t manage what you can’t or don’t measure. Developing and implementing a balanced set of metrics that are relevant and actually support business decision making is critical in any environment and this is also true of call centers. Should we be measuring FCR, NPS or CSAT and at what level and how? What about AHT and ASA is there a role for these metrics as well?
Taylor Reach works with organizations to design an effective performance management and reporting systems that promote alignment to goals and which drive and sustain call center performance.