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  "Our Take"

(Past Editions by: Date, Title, Topic)

 
About "Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
6/29/06 - Call Center Numbers Stink
"Call center numbers stink!" Actually, this response from one reader didn't use the word 'stink' but I used that word as a replacement so your email filters would deliver this email newsletter. The reader also shared his feelings in capital letters.
 
The reader went on to say, "There is no direct relationship between metrics and values and most numbers are a big detriment to the call center experience. The simple question is: What should be measured? The value of a call center should reflect the value of the organization, and the organization's values should not include the sheer number of calls answered, or how fast I get rid of a caller."
 
Automation allows us to measure so many operational aspects of the call center. But has the reliance on those easy-to-acquire metrics lulled us into taking our eye off the metrics that really matter - the customer experience? How many of you feel like slaves to meaningless metrics that get hoisted up the corporate flagpole?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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