Call center expert Jay Minnucci discusses performance metrics in new white paper
CHARLOTTESVILLE, VA, November 29, 2011 – Today Inova Solutions officially released a new white paper entitled “Call Center Performance Metrics: Shaping Tomorrow’s Reporting Strategy” written by industry expert Jay Minnucci.
The 14-page paper provides an in-depth look at how call center performance metrics have changed, and will continue to change over the coming years. Minnucci describes various types of metrics, such as logistical, content-related, evaluative and supportive metrics, and the different context metrics can have. For example, Minnucci states that “…a supervisor may not be motivated to address quality concerns upon learning his team is at 94%. But if the top team is at 98% and no other team is below 95%, that same supervisor may start poring over data…”
“Call Center Performance Metrics” includes descriptive charts and tables to depict the key metrics each level of the organization needs to be aware of and why. The white paper ends with an intuitive flow chart with actionable items to help contact center leaders implement the expert advice Minnucci gives.
“We are pleased to release such an informative, educational white paper,” said Pete Sisti, CEO of Inova Solutions. “Jay is extremely knowledgeable and is a perfect match to write about the top call center performance metrics that our reporting solutions can display in real-time.”
The white paper is available for free with no registration required on the Inova Solutions website, www.inovasolutions.com/call-center-reporting.