Monthly Archives: October, 2016

Contact Centre KPIs

Creating and Measuring KPIs in Your Contact Centre

October 21st, 2016 Posted by Steve Fitzgerald Contact Centre Management, Business Intelligence, Workforce Management

How to assess which KPIs are really the most important when it comes to maintaining effectiveness and managing efficiency.

Tags: contact centre KPIs, contact centre management, measuring KPIs

roster adherence

How to Efficiently Monitor Agent Roster Adherence

October 21st, 2016 Posted by Steve Fitzgerald Workforce Management

Tracking and measuring agent roster adherence can be an administrative burden. Here’s how to do it quickly and accurately.

Tags: kpis, roster adherence, schedule adherence, workforce management

Customer Experience Management

Are Contact Centres the Hub of CX Management?

October 11th, 2016 Posted by Steve Fitzgerald Customer Experience, Contact Centre Management, Customer Loyalty

How Contact Centres have moved from the operational backwater to become the linchpin of CX management and a valuable strategic asset.

Tags: customer experience, customer journey, customer loyalty, customer mapping

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