There are only two things you need to track to run a successful centre, by Kent Norman at Bright.

There are only two things you need to track to run a successful centre!
Kent Norman drills it down.

I admit, I like to exaggerate but, I also like to do things right plus, Iím able to lean back on the analysis of +600 contact centres.

Over two articles Iíd like to distil what really is the most relevant to focus on and what isnít. It might seem strange to discuss the latter but so many companies today are very good at doing things that arenít relevant, and they are getting better and better.

Download the full article here. (pdf, 114 kB)