Monthly Archives: January 2011

Measures that matter – and how headsets can improve them

I’ve spent some of today with our sales teams going through all the different measures & KPIs that a contact centre typically uses. Broadly I split the measurements into the seven different categories shown below (and I’ve added some examples in each category) Cost – cost per contact for example Quality – Customer satisfaction through … Continue reading Measures that matter – and how headsets can improve them »