Measures and Standards (19)

Discussions Replies Latest Activity

Schedule Adherence Policy

Anyone have a written schedule adherence policy they wouldn't mind sharing? I'd like to see how it is worded and formatted so I can create…

Started by Samantha Pennington

0 Jan 23, 2014

First Contact Resolution (FCR)

What is the next evolution of FCR that we need to start addressing?  What are the current pain points in this stage of FCR implementation?…

Started by Kathryn Jackson

0 Feb 22, 2012

Ranking Employees: Why Comparing Workers to Their Peers Can Often Backfire

"It's often assumed that employees who are benchmarked against each other work harder, to either hang onto a high ranking or raise a low ra…

Started by Kathryn Jackson

1 Aug 23, 2010
Reply by Richard Natoli

Outbound Appointment Setting

Does anyone know of where I can find stats for Outbound Appointment Setting (some call Telemarketing). In less than 2 years, I have signifi…

Started by Mike Scharfstein

2 Jul 3, 2010

Performance Review Competencies and Expected Results

I'm working on putting together a more formal process for our call center's performance reviews.  Currently we give informal feedback to ea…

Started by Megan Starr

0 Mar 31, 2010

Making Personnel Decisions based on Quality Monitoring Scores

I am in the process of setting up a Quality Monitoring Process for a large public service (crown agency in Canada) organization, and am loo…

Started by Jason Allen

4 Feb 4, 2010
Reply by Jason Allen

Email Marketing Metrics Report 2008 (Free/No Registration)

Great stats in this. I just learned of this today at the Digital Marketing World Event in one of the sessions (great event!). So, just in c…

Started by Kathryn Jackson

0 Apr 1, 2009

Call Center Metrics: Don’t Overemphasize Productivity

Great article :-) Okay, I wrote it. Let me know what you think.

Started by Kathryn Jackson

2 Mar 20, 2009
Reply by Kathryn Jackson

Balancing Productivity With Quality

This has always been a battle cry of mine. I don't care how you measure quality - talk time is not related to quality. A skilled agent opti…

Started by Kathryn Jackson

0 Mar 18, 2009

Schedule Adherence / Compliance

Hello all, I was wondering if any of you could share your center's current practices around schedule adherence and compliance. The center I…

Started by Brian Hengeveld

8 Mar 4, 2009
Reply by Brian Hengeveld


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