Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully. But there’s a significant inherent challenge, which has only become more difficult with the introduction of new channels and social contacts – we produce mounds of data! And even so, many organizations are operating without information that is essential to creating the best results.

Ultimately, you will need to establish measures and objectives that are right for your organization. But there are seven key categories of measures that should be in place in every customer contact center. They build on each other, and it helps to order them from the most elemental and tactical, to strategic….Read more.