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I recently facilitated a strategy course with a group of leaders in Orlando, and measures and objectives was one of the key topics we kept coming back to. Here are seven areas of measures that we agreed must absolutely, positively be in place (building from tactical to strategic):
Other types of measures may also be important – e.g., revenues and retention in a sales environment, or call prevention and first level resolution in a tech support center. But these seven are a great start. In fact, many centers are admittedly underemphasizing or entirely ignoring at least some of these areas… so getting them in place will put you ahead of the pack.
Brad is an author, speaker and consultant and his clients have included many of today’s service leaders – American Express, Apple, USAA, Google and others. He has worked across 45 states and in 60 countries, and has advised governments in the United States, Australia, and Canada. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His book, Call Center Management on Fast Forward, is recipient of an Amazon.com best-selling award. Contact info: www.bradcleveland.com
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How are you measuring first contact resolution? What are you seeing in the industry about how this is measured?
Thanks Brad for providing guidance in what is often an overwhelming topic. We can measure so many things in the contact center and it is often difficult to determine the "right" ones to help us move forward and stay as you say "ahead of the pack."