If you’re interested in performance management for call centers, you might want to check out an article I wrote called “Bridging the Gap Between Executive and Call Center Management” that appeared in the latest issue of Contact Professional.
Here’s an excerpt:
Despite significant investments in time and technology – including performance management – why is it that many executive managers still regard the contact center as a cost center, with little tie to organizational strategy? To a large extent, the culprit lies in how contacts centers report on and review their performance. Organizations must consider fundamental changes to their weekly meetings that discuss performance and replace them with structured operational reviews.
As always, feedback is appreciated.