Call Center Management

Posted on December 23, 2010 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Reach • Quality • Strategy • The Taylor Reach Group

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting• Call Center Management• Call Center Performance• Call Center Quality• Call Center Tools• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Outsourced Quality Monitoring

In the past issues, several efficiency indicators (such as AHT, ASA, Call volume and cost per calls) were discussed. At the time it was noted that most of the current contact centre operational indicators are focused around efficiency measurement as traditionally cost reduction has been the number one objective! In the last 15 years, however, […]