Throw away your call centre KPIs | Blue Sky

Throw away your call centre KPIs

At 10.30am on a Tuesday morning in June, three Blue Sky consultants played a video to a room full of executives and leaders from a FTSE100 company. The video contained strong views from front- line people in the business about the way the call centre operation was being aggressively managed on Average Handling Time (AHT).

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Murder on the bank floor

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