Calculating Success: How the New Workplace Analytics Will Revitalize Your Organization by Carl Hoffmann & Eric Lesser & Tim Ringo
Author:Carl Hoffmann & Eric Lesser & Tim Ringo
Language: eng
Format: mobi
ISBN: 9781422166390
Publisher: Harvard Business Review Press
Published: 2011-12-26T14:00:00+00:00
Identifying what results the agents and vendors could control and what action they needed to take to improve customer service.
Understanding what caused variation in agent performance.
Creating a focused and clear set of consistent priorities and performance metrics.
Aligning performance measures and rewards for the outsourced call centers and their own agents.
Eventually reestablishing a customer service–oriented environment that extended across the company.
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