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Navigable Slide Index

1. Introduction
2. Introducing Budd
3. Still some way to go!
4. "Skyline" tools and WOCAS metrics
5. Internet self-service and it's effect on live calls
6. Contact centres
7. Integrating the call centre helps
8. Huge savings by easing ID and V
9. The working environment in contact centres
10. Balanced scorecard
11. EFQM awards
12. Budd's "best service is no service" audit (1)
13. Budd's "best service is no service" audit (2)
14. How customers actually interact with the centre
15. Most calls are caused outside the centre
16. Service level
17. Choosing the right metrics
18. Contact centers obsess about averages
19. Precision gives the illusion of careful measurement
20. Sample size, accuracy and confidence limits
21. The Velcro value ratio
22. Gallup's 12 questions
23. What customer metrics do you collect?
24. The top customer metrics that the best use
25. There are different ways of listening to customers
26. Xerox customers' re-purchase graph
27. Useful purposes of contact centre metrics
28. Harmful effects of contact centre metrics
29. Competitiveness - a never ending cycle
30. Reduce and focus your data
31. The ultimate metric
32. Thank you

Topics Covered

• Sustainable metrics for peak performance
• Using metrics to simplify processes
• Balanced scorecard and EFQM
• Auditing to eliminate the need for service
• Problems with statistics
• The top metrics
• Useful and harmful purposes
• The ultimate metric

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation
• Technology & Operations

Talk Citation

Publication History

• Published on October 27, 2009