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 "Our Take"
| | 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.
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6/30/06 - Not So Fast
Yesterday's column ("Call Centers Numbers Stink") certainly created quite a buzz. Somehow I knew that would be the case. So I thought I would share some of the responses with you.
One reader wrote, "For years call centers measured themselves by typical ACD metrics. These metrics are a good measure of efficiency but have nothing to do with effectiveness. And many times these efficiency targets are achieved at the expense of effectiveness. No wonder customer satisfaction is dropping. As much as some call center people want to get away from metrics they do serve a purpose."
The reader went on to say that you can't get away from the responsibility to manage operating expenses so efficiency metrics are here to stay. So it is a matter of balancing efficiency and effectiveness and that take a whole new management mindset that is not solely focused on the ACD metrics.
Gary Lemke, Publisher
(Share your thoughts)
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