Live from NCOF: Choosing the Correct Call Center Matrix

(Operations & Fulfillment) Orlando, FL–A packed room of contact center professionals at the National Conference on Operations and Fulfillment here listened to Paul Kowal, president of call center consultancy Kowal Associates, speak on the role of metrics in analyzing and improving call center performance. Kowal emphasized the necessity of choosing the most appropriate measurements to serve as leading indicators that help managers become aware of issues before they become serious.

“If you choose metrics well,” said Kowal, “you will improve what really matters in your call center.” Kowal suggested paying attention to such metrics as employee satisfaction, measured at least quarterly. Once-a-year measurement can lead to a view of what Kowal terms “the glacial effect,” not enough information, soon enough, to be of any practical use.

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