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Old 12-24-2003, 12:28 PM
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Metrics
How do you measure performance of IT in a call centre with a metric which relates to finansial performance ?

what are the other metrics you use ?
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Old 01-09-2004, 05:39 AM
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Hi There!

Generally the metric you should use to evaluate IT performance in a Contact Centre is 'Uptime' i.e. the percentage of time all relevant systems are fully operational.

A financial metric for IT could possibly be measured as the cost associated with any downtime experienced.

That's all I've got I'm afraid!!

Neil
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