Top tips for using MI in the contact centre

Our editor Jonty Pearce and Colin Wheelan from the Professional Planning Forum, recently held a workshop at the Planning Forum Conference on Management Information (MI) and the contact centre.

Here are the top tips that came from the floor.

• Make it relevant to the business.
• Be perceived as adding value through insight
• Move away from performance-based targets to behavioural-based targets
• Know your audience and deliver a tailored report format
• Produce a league table supported with quality-based incentives
• Be aware of conflicting metrics and targets
• Keep it simple
• There may be more than a single version of the truth

Here is a copy of Jonty’s slides that he presented.

Jonty’s Presentation

Thanks to Dave Appleby and Richard Snow for supplying the survey information and some of the tips.

Author: Jonty Pearce