Performance Measurement and Management in Contact Centres

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 intended timescales for improvement.

Alan Meekings and Simon Povey of Landmark Consulting and Paul Weald of 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 questions are at PM&M Self-Assessment Questionnaire.

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