When defining metrics, it all begins with simplicity. If we were to look at our reports and
processes, the ways in which we communicate information, and the goals
that we target, can we identify the waste? Can we review information
we've captured and determine which metrics we've used in meaningful ways
versus data we've done nothing with? A great starting point is to sort
out which metrics are the "must measures" for contact centers. These
include first-contact resolution, service-level and response time,
adherence to schedule, forecasting accuracy, self-service accessibility,
contact quality, and customer satisfaction. While we should measure
additional factors, these metrics are absolute essentials.
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