Archive for 'Survey' Category

Performance Measurement and Management in Contact Centres

By Alan Meekings - Last updated: Wednesday, August 3, 2011

Everyone knows that contact centre activities are highly measurable, using a plethora of KPIs. Yet little is known about where contact centre managers currently see themselves in the important field of performance measurement and management (PM&M) in terms of excellence on a spectrum from poor to outstanding. Nor is much known about future aspirations or [...]