Balanced Scorecard

Welcome to the Balanced Scorecard subject.

Balanced Scorecard is in the Performance Management category. - View all

Knowledge Bankview more…knowledge bank rss

First Contact Resolution (FCR): Agent Perspective - Internal Resolved

First Call Resolution (FCR) can be seen from both the customer and agent perspective. With this in mind, it is usual to adopt two measures; both an… View

Interpretation for Agent Short Call Report for ACD Group

As the name suggests these are calls of short duration. Short calls can be created by callers hanging-up or by agents ending calls prematurely… View

Temp to Perm

'Temp to Perm' is a phrase used which usually describes a process of converting temporary workers to permanent ones. Contact centres re… View

White Papersview more…white papers rss

Performance Optimisation: Aspect Software

If your operations are comparable to those of the typical multi-channel contact center, you’re currently spending 60 to 70 percent of your bu… View

Productivity ACD Reporting Matrix

The document provides an overview of the key productivity measures View

Schedule Adherence ACD Reporting Measures

Provides an overview of the Key adherence measures to monitor View

Toolkitsview more…toolkits rss