In many spheres of human endeavor, from science to business to education to economic policy, good decisions depend on good measurement.
— Ben Bernanke
“If you can’t measure it, you can’t manage it.”
I am sure this isn’t the first time you’ve read those words. They have been drummed into my head since the first day I encountered automatic call distribution (ACD) technology sometime in the early 1980’s. Contact center (or “call center” as it was called back then) supervisors and business unit leaders lived and breathed time in queue, average hold time, and call abandon rate. Their jobs depended on keeping those and similar metrics in line and under control. A spike in one number would often lead to spikes in others and ultimately, to disgruntled callers and lost revenue.
In my latest article for No Jitter, I introduce you to speech analytics and how this technology can be used to increase customer satisfaction while driving up profits.