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7/26 Questions: Metrics Mistakes Messages in this topic - RSS

Posts: 88

Posts: 88
Hi guys!

Neal Topf is back in the hosting seat today. Hope you'll join us!

Here are the six metrics mistakes we'll discuss:

  • Mistake # 1: Measuring too much & acting on too little. AKA drowning in data.
  • Mistake #2: Burying reports, not sharing results with the organization.
  • Mistake #3: Running the contact center based on averages.
  • Mistake #4: Spending lots of time on forecasting, but ignoring schedule adherence.
  • Mistake #5: Burning out agents with lofty occupancy rate goals.
  • Mistake #6: Measuring CSAT, but not Employee Satisfaction (ESAT)

And here are our questions:

Q1: What’s 1 metric you would like to remove from the dashboard? 1 you’d like to act on more intentionally? Why?

Q2: How do you share your team’s successes and challenges with the rest of the organization?

Q3: What’s the best way to personalize performance management and play to agent’s strengths & weaknesses?

Q4: What’s the best way to manage schedule adherence? Who should be in charge?

Q5: What’s a realistic occupancy rate goal? What’s the best way to utilize off call/contact time?

Q6: What are some simple ways to measure and act on ESAT?
edited by ens0204 on 7/26/2016

Erica Strother Marois
Community Strategist, ICMI
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