Prepared by independent industry consultant Henry Baird Telecom Directions LLC
"Ensuring Data Validity" discusses the diagnosis and resolution of service quality problems in contact centers, with particular emphasis on the importance of of valid performance measurement. This report is an installment in a three-part of series dedicated to Maintaining Service Quality in the Contact Center sponsored by HigherGround, Inc.
Download the report to obtain a better understanding of:
- The importance of Key Performance Indicators
- Avoiding Potential Pitfalls
- KPIs and Mission-Focused Service Quality
- KPIs as Business Intelligence
- Using Analytics Tools