Prior to establishing or modifying metrics for your center we suggest you develop a complete metrics strategy which identifies and aligns your center's KPIs with the overall business goals and drivers. While this may seem very basic, it is a major point of failure for many call centers. KPIs and metrics drive behavior and results; alignment with business goals is critical to your success.
I would recommend reading Call Center Management on Fast Forward by Brad Clevelend. In addition to an excellent chapter on "Establishing the Right Measures and Objectives," the book is an excellent resource for anyone managing a call center.
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