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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.

Further White Paper Details
Publisher	HigherGround	File Format	PDF, requires Acrobat Rdr 5
Date Published	March 2004	Downloads	35
Format	White Papers
Topics	Business Intelligence / Data Warehousing, Call Center - Contact

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