SLA – this is a difficult one. You obviously want to offer all of your customers the premier, best in the world, platinum level of service, but unfortunately, that does not always make financial sense. Customers need to be tiered dependent on the amount of money they pay you (see my post on the 80/20/30 […]
SLA & Tiered Service Levels Read More »
Erlang ‘C’ is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and appropriate level of staffing based on key call metrics. The scary looking formula for this is below and the even scarier explanation from Wikipedia is here. From a Call Centre and Staffing Point of view,
Erlang ‘C’ & Scheduling for Call Centres Read More »
Continuing from my previous post here, we’re going to get more in depth into KPI’s and their measurement now. How do I measure KPI’s? Get the data (whatever is important to you … if you use the examples previously mentioned, then track service outages by minutes for example vs. a specified date) into your spreadsheet or other
KPI’s and the Importance of Measurements (part 2) Read More »
There is a great quote that goes something like – “If you cannot measure it, you cannot manage it!” … this is so true and especially so in the Technical Support, Customer Service, and Operations areas. There are great KPI’s (Key Performance Indicators) and not so great ones. The key is choosing the right one
KPI’s and the Importance of Measurements Read More »
