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7/19 Questions: Efficiency Metrics Messages in this topic - RSS

Posts: 99

Posts: 99
Hi, guys! I'm really excited to host our discussion on contact center efficiency metrics tomorrow.

Here are the questions we'll cover:

Q1: Which metrics are the best indicators of employee efficiency in the contact center?
Q2: Have you seen any negative consequences of placing too much emphasis on efficiency metrics? If so, what?
Q3: What are some of the biggest threats to agent productivity?
Q4: Are employees on your team disciplined for missed efficiency/productivity goals? How?
Q5: Does your company incentivize employees for hitting efficiency measures? If so, how? If not, why not?
Q6: How can contact centers permit flexibility without harming efficiency?
Q7: What are some practical ways to improve efficiency in the contact center?

The more the merrier, so please invite a friend or coworker.
Chat soon!

Erica Strother Marois
Community Strategist, ICMI
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