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Blog posts tagged in KPIs

Posted by on in The @PresenceTech Blog

(Click here to read part I).

Enter stage left, “Big Data”. But let’s be honest, is this any more than just a cool new epithet for the old analytical tools and data warehouses? In the majority of cases, probably not. However, where I do agree with exponents of Big Data is their assertion that when combining and analysing multiple data sources in new ways, often you can make startling new discoveries that you couldn’t possibly have seen before.

multi-channel contact centre
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Posted by on in El blog de @PresenceTech

Un tema común que encontramos en todos los Contact Center es el seguimiento que deben hacer de los KPIs, tomado a veces con cierto “fanatismo”, hasta el punto en que un cínico podría aducir que el Contact Center está hecho para servir a sus KPIs y no a sus clientes. La teoría tradicional plantea que si se cumplen los KPIs, entonces se está gestionando correctamente el Contact Center. Y una vez cumplidos, es hora de subir los estándares un poco más y de esta manera lo estaremos haciendo incluso mejor.

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Posted by on in The @PresenceTech Blog

A common theme that we pick up in every Contact Centre is that they track their KPIs. Assiduously. No, fanatically. In fact, a cynic might say that the Contact Centre is set up to serve its KPIs and not its customers. Traditional theory is that if you hit your KPIs then you’re doing well in the Contact Centre. And once you’ve hit them, then let’s raise the bar a little more and we’ll be doing even better. Let’s add to that a high positive Net Promoter Score, and all’s well. Or is it?

Big Data. Big Deal? (Part I)
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