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Measuring FCR is not always black and white. Add an FCR scoring matrix to cover those calls that fall into the gray area.
Operations Service Delivery Reporting
Operations Service Delivery
If you want to differentiate based on service, you have to adopt the approach that everyone counts, and your people, processes and technology have to be built to support that approach.
Operations Service Delivery Operations management
While service level has long been seen as a measurement tool, its primary strategic mission is to serve as a strong and stalwart planning tool. It is the foundation without which realistic budgeting and staffing are at risk.
Every 1% gain in FCR directly translates into a 1% gain in customer satisfaction.
In many organizations, dysfunction is sitting below the surface like a dormant virus. Yes, it is quiet most of the time. But if a certain grouping of circumstances comes together, it awakens in a most viral and menacing fashion.
Operations Service Delivery Strategic management
The metric mirage is just that—a thin veil disguising a difficult truth—temporarily. Advocatus diaboli urges you to use only the metrics that support the conditions you know to be true.
Visually, a transactional call looks like a straight line, while a conversational call has a number of curves and off-shoots.
Operations Service Delivery Research
Operations Service Delivery Strategic management Operations management