When you have multiple call center vendors, here’s the basic dilemma: You want to distribute calls across all your call centers in the way that’s most beneficial to your business. At the same time, each vendor is worried about losing calls to the other suppliers.
To get your vendors to think differently and focus on [...]
Posts Tagged ‘intraday metrics’
Multiple call centers? Intraday monitoring can solve problems and drive performance
All eyes on metrics: using data to drive performance
If your business is working with call center vendors, you have to provide constant oversight to ensure that those vendors are managing their business to your expectations. Keeping a close eye on metrics allows you to accurately monitor performance and then set clear expectations based on what you learn from the data.
Imagine a sales [...]
