Contact centre survey findings

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) on a spectrum from poor to outstanding.

Nor is much known about future aspirations or intended timescales for improvement.

So, Simon Povey and I (at Landmark Consulting) and Paul Weald (at ProtoCall One) worked together to design and analyse a specifically tailored survey, based around Landmark Consulting’s PM&M maturity model for contact centres.

A brief summary of our findings is at PM&M Brief Survey Findings.

Details of our maturity model and the survey qeastions are at PM&M Self-Assessment Questionnaire.

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