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Overview:
Ventana Research recently completed a study that shows companies use a variety of measures to assess the performance of their contact centers. The most popular are based on measuring how efficiently calls are handled. First-time resolution of problems is high on this list because managers see it as impacting both costs and customer satisfaction. But their observations suggest that many companies distort the real results by applying questionable operational practices. The company recommends that companies seeking real performance improvements scrutinize these practices and supplement efficiency measures with others more directly related to their business goals.
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| Format: | Size: | 51 KB | |
| Date: | May 2006 | ||
| Pages: | 2 |
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