Call Centers and Metrics. How They Can Help Productivity

February 17, 2018 / GuidesFor Team

Traditional management models deal with numbers and audit.
In spite of contemporary models taking over to adapt to the participation trophy generation., performance metrics have not left basic management.

A popular management school (of thought) with a Greek name has embraced metrics and applied it to call center performance. But metrics are just numbers If the person reading misinterprets the meaning, it is worthless. Take for example this article by Harvard Business Review explaining how call length is a bad metric to determine performance.

This article elaborates on the metrics and what they actually mean so they would not be misinterpreted.
– Miyagi Kazuki

Read the source article at Canadian Marketing Association

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