Callminer

AUGUST 1, 2017

No sacred cows … watch out for any processes that are time vampires. Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Contact Center Geek

AUGUST 7, 2014

As call center leaders we know that every metric can be abused, even if unintentionally, and therefore must have a counter metric to monitor. Call centers learned this many years ago when we created incentive plans based solely on Average Handle Time without a quality metric to counter it.

Government 48

Government Average Handle Time Call Center Metrics 48

Contact Center Geek

MARCH 22, 2019

She is lauded for having the lowest Average Handle Time, highest Call Quality scores, and highest Schedule Adherence. Mark Horstman and Mike Auzenne created the Manager Tools podcast in 2005. At the time, I was running a customer service and sales call center for a large national bank.

Management 48

Management Coaching Contact Center Schedule adherence 48