[RickB]

OK, here is the $64k question - (as asked by senior mgmt.): What is the SINGLE "magic metric" that reflects the perfect balance between customer satisfaction, associate satisfaction, staffing cost, teleco cost, customer hold time and ASA? Well, now that I write it down, maybe it is more of a $1M question.

I have some thoughts (a few of which are unprintable) but what are yours - as regards this metric : - ). The form would be something like:

((Occupancy * .5) + (ASA / 100) + (Sat Score) / Handled Calls)
(This isn't a serious attempt at the answer - just an example to show what I am getting at.)

Anyone up to the challenge? (Of course you won't really get any money - but you will experience a soft warm glow for any and all worthy contributions to the answer.)

Best Regards,

Rick