WebTV show “Establishing the Right Measures” On SIKORSKI’S THINK ABOUTS With Guest Brad Cleveland


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My guest Brad Cleveland, one of today’s foremost experts in customer strategy and management, returned to our show to continue our value and strategy discussion. Our focus was a topic we both get many questions on – Establishing the Right Measures.

Brad explained the 7 measurements every call/contact center should have in place and why – Forecast Accuracy, Schedule Fit, Service Level, Quality (FCR), Employee Satisfaction, Customer Satisfaction and Strategic Value.

We shared best practices and pitfalls when interpreting specific operational reports and the need to discuss with management the value of the reports they are receiving. “Tons” of reports are not the answer.

It is important to understand from your executive management team’s perspective the business results they are after so that you are capturing and sharing the appropriate data.

Thank you for clicking-in for more information especially to hear his timely “Think Abouts.” Greatly appreciate your sharing with your Social Media Networks. L

Laura Sikorski
Call/Contact Center Consultant. Recognized expert: operations (HR, process, training, staffing, metrics), office environment (site selection, space planning, furniture design), technology (RFPs, vendor selection, systems design), customer service/experience (satisfaction, loyalty, retention). WebTV host, Newspaper and Blogger: SIKORSKI'S THINK ABOUTS.


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