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The only metric you should measure in a contact center.
Manage episode 407193192 series 3558719
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Tune in to hear...
“There are lies, there are damn lies and there are metrics!”
If you can’t measure it, you can’t manage it” - Dr Demin
- Why are there so many damn metrics in a Contact Center
- Is chasing Average Handle Time effective?
- Does Average Rate of Answer really matter?
And so much more!
Contact Amas and Bob.
http://linkedin.com/in/amastenumah/
https://www.linkedin.com/in/bobfurniss/
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