Myth busters: Unexpected insights on contact centers
McKinsey Talks Operations
00:00
The Importance of KPIs in Outsourcing?
A lot of operations and a lot of context center organizations are following is having a similar set of standards for all kind of agents. And that leads to a lot of dissatisfaction among agents and employees within the context center. Benet, you first. Why is it so important for organizations to think critically about the factors that relate to agent tenure, call types, the service level agreement, and defining KPIs? A few things that need to be kind of got right in terms of getting the balance right to meet customer needs.
Transcript
Play full episode
