Purpose, Performance and Influence: Is Your Contact Centre Delivering?

Call centres generate an enormous amount of data — service levels, handle times, customer satisfaction, quality, productivity and plenty more. But before you can judge whether a centre is performing well, you have to be clear about what it is expected to deliver for customers, for employees and for the wider business.

Across the hour the panel works through three connected questions: the purpose most centres have never agreed, the metrics they rate and the ones they would happily see the back of, and how call centre leaders explain the realities of the operation to new managers and senior executives.