Performance Measurement Archives:

Incorporating Third Party Providers in Performance Programs

Case Study Categories: Performance Measurement.

How does an international provider of customized cell phone and device insurance programs maintain top-notch, consistent end-user service in a complex environment? As the insurance and protection arm of the world’s largest wireless distributor, countless wireless carriers, retailers, and dealers Read on! →

How Balanced Scorecards Drive Contact Centre Results to the Next Level

Case Study Categories: Performance Measurement.

A major national telecommunications company implemented an integrated performance management process across its ten contact centres, which collectively manage thousands of agents, to deliver over 10% up-lift in performance as well as improved staff retention. Everybody running a contact centre Read on! →