Maintaining Service Quality in the Contact Center: Ensuring Data Validity
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Overview: This white paper discusses the diagnosis and resolution of service quality problems in contact centers, with particular emphasis on the importance of performance measurement. It is well known among contact center managers that most accurately identified service quality problems can be remedied in the short-term by the properly focused application of skills-based scheduling, staff training and/or infrastructure investment. This discussion 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.