Contact Centers Today… A Management Balancing Act

By A Mystery Man Writer

The idiom “balancing act” is defined by dictionary.com as “a circus act in which a performer displays his or her balancing ability.” From where I sit, this definition suits many a contact center. I wonder how many managers feel that they have had to walk a tightrope to balance quality vs. quantity or the trapeze of metrics vs. momentum… never mind the three-ring circus of meddling vs. managing! And when it comes to juggling, contact center leaders that
Many times, analytics are not analytics at all. They are simply taking a look at the metrics and assigning a good or bad value to agent performance.