If you would like to rile up a contact center meeting, naively ask the group “Which is better, Service Level or Average Speed of Answer?” Now, step back and watch the fireworks.
We use many metrics when we develop plans: some standard metrics include forecast error, occupancy and schedule efficiency, abandon rate, capture rate, as well as average speed of answer, and service levels. We do so because we are trying to describe very complex operational performance in simple terms.
But simple metrics can create unusual management behavior.
In this session, we will describe some of the standard contact center metrics and show how they have botched some very big operations. We will conclude the session with ways in which you can improve contact center planning and reporting.
More than Just Lines on a Map: Best Practices for U.S Bike Routes
Contact Center Metrics, Contact Center Planning, and How our Metrics Can Lead Us Down the Wrong Path
1. CONTACT CENTER METRICS, CONTACT
CENTER PLANNING
(and How Our Choice of Metrics Make Us Do Silly Things)
Ric Kosiba
President
Bay Bridge Decision Technologies
Steve martin joke about getting a million dollarsYou.. can be a millionaire.. and never pay taxes! You can be a millionaire.. and never pay taxes! You say.. "Steve.. how can I be a millionaire.. and never pay taxes?" First.. get a million dollars. Now.. you say, "Steve.. what do I say to the tax man when he comes to my door and says, 'You.. have never paid taxes'?" Two simple words. Two simple words in the English language: "I forgot!“Tell USAir story of figuring out everything! Assumed occupancy.