2012

With the new year comes new year’s resolutions. Every year some of us resolve to stop smoking, lose weight or be a better person. Sorry I cannot help you with the first two. If you manage a call center one way you can be a better person is to review and change your metrics, thresholds and reports.
Reviewing and changing your metrics, thresholds and reports will make you a better person because your agents and supervisors will love you for it! Call Centers are dynamic. Every year there is something new from the company that the call center must deal with. Everyone in the call center needs to adapt to these changes. Yet the agents and supervisors are still looking at the same metrics, responding to the same thresholds and seeing the same reports from last year.
If the call center has experienced any changes at all the reports, thresholds and metrics should change as well. In addition, agents that have finished another successful year probably have been promoted or at least are doing something more advanced. These agents should not be looking at the same old tired metrics and have the same threshold levels as last year.
Now is the time to review the status of your call center and make some changes that will make you boss of the year. Agents and supervisors will love you for updating their metrics and threshold settings because you have shown you are aware of what they are doing.