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Metrics & Reporting
6 articles on Metrics & Reporting, newest first.
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Leading Service Desk Practices
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Service Desk Performance Measurement
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The ‘Shift Left’ Practice
The Star Salesperson Who Was Quietly Destroying Profit
An outbound sales contact centre noticed one agent massively outselling everyone else. Managers listened in on her calls, hoping to bottle the magic.
The £10 That Gamed a National Service Award
A major UK utility once won a Chartermark for its customer commitment, including a promise to pay £10 to any consumer for a missed appointment.
The Watermelon Effect: Every Metric Green, Every Customer Angry
There is a name for the most common disease in service reporting. The watermelon effect. Green on the outside, red on the inside. Every metric on the dashboard is positive, and the customers are furious.