Articles tagged: "metrics"

1: Manage Call-Center Performance With Business Metrics

Today 's call center is not something about phone calls, it 's a separate business that can

2: Measuring ROI On A Call Center Investment

Traditional ROI calculations use the level of profit generated by an asset divided by the value of the asset and expressed as a percentage That 's fine but when we seek to ascribe a value to non-profit generating assets we need to look at ways in which we can quantify the value that the call center is contributing to overall business operations

3: Call Center Performance Management

Call centers seek to challenge their practices, to employ new methods to get a comprehensive view of the performance metrics.

4: Cutting call-center costs

Imagine call-center, with just two or there operators, answering a very important product related or sales questions. By the way, this call-center generates profit for you.

5: Metrics for talented employees

The rule 80/20 works in HR too, 20% of talented employees will generate you 80% of your income. So how to find, employee and work with talented people?

6: Manage call-center performance with business metrics

Some facts about call center. It works better, if you pay more attention to coaching. It works better if you measure and control internal process performance. It MUST generate revenue.