Business Intelligence / Data Warehousing White Papers
Maintaining Service Quality in the Contact Center Ensuring Data Validity
Overview This paper discusses the diagnosis and resolution of service quality problems in contact centers, with particular emphasis on the importance of valid performance measurement. Most contact center managers depend upon a combination of ACD traffic measurements, customer feedback, session recording, bottom-line revenue/productivity data, and first-hand walkabout observation to identify service quality problems. This paper treats potential difficulties with the interpretation of these performance measurements and indicates the best uses of business process management approaches to addressing service quality problems.
| Publisher | HigherGround | File Format | PDF, requires Acrobat Rdr 5 |
|---|---|---|---|
| Date Published | March 2004 | Downloads | 35 |
| Format | White Papers | ||
| Topics | |||
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