First Call Resolution (FCR) is one of those metrics that sounds simple, looks great on a dashboard, and causes endless arguments the moment you try to operationalize it. On paper, it’s straightforward:Did the customer contact you once and get their issue resolved — or did they have to come back? In reality, FCR exposes almost […]
First Call Resolution: Why It’s One of the Hardest Metrics to Get Right Read More »
AHT is one of the most measured metrics in the contact centre. It’s also one of the most misapplied. Used correctly it’s an essential planning tool. Used as an individual agent target it quietly destroys your customer experience and demoralizes your team. Here’s the difference.
Average Handle Time: The Most Misused Metric in the Contact Centre Read More »
DMAIC There is a great quote somewhere that goes something like – “If you cannot measure it, you cannot manage it!” … this is so true and especially so in the Customer Service and Operations area. There are great KPI’s (Key Performance Indicators) and not so great ones. The key is choosing the right one
KPIs AND THE IMPORTANCE OF MEASUREMENT Read More »
Performance management is all about measurement. This means knowing where you came from, where you are and where you want to be in the future. It is only when you know those key elements will you be able to plan a path appropriately. Remember always that measuring performance is something that you need to be
Measuring Performance Read More »
An old business axiom says: You can’t control what you don’t measure As a result, nearly everything in business is measured, tracked, monitored, analyzed, and benchmarked. To flip this on its head a little bit though … should you measure what you can control or rather what is outside of your control? While it is
Choosing What to Measure Read More »
Why do you measure performance? Well probably the simplest and most common phrase (that I have mangled, but) that you might have already heard is “you can’t fix what you don’t know” or “you can’t manage what you don’t measure” or even “what you measure gets done“. While these are all true in their own
Measuring Performance Read More »
OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss
What is a Helpdesk? 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 »
