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Metrics and Measurement Articles
Why counting harder isn’t the answer
September 2009
Gary Ransom explores a common and mistaken reaction to problems in a customer facing operational environment and explains why, if you don’t know what’s really causing your problems, the answer is unlikely to be found by counting contact reasons harder.
100 things you can learn about 21st Century Metrics (including our 2008 Fast+Simple survey results)
April 2008
"Are you drowning in customer feedback and metrics?"
including the 2008 Fast+Simple Survey and in conjunction with the Professional Planning Forum. Draft publication for the PPF conference
The Right Metrics
April 2008
The right customer service metrics are fundamentally a ratio between how much real value you can create and how little time, cost or transactions you need to create that value.
21st century metrics presentation
February 2007
Prepared for a C&W CCS telecoms managers meeting this presentation demonstrates how to save money through Skyline demand management and how to identify where to apply technology in operational processes.
21st Century Metrics - Fiddling whilst Rome burns?
March 2006
This article uses the analogy of fire prevention being better than fire fighting. It explores the relationship between contact rates, first contact resolution, customer satisfaction and voice of the customer. Drawing on the 2006 annual Fast+Simple research, it was first published in Customer Management magazine in March 2006.
The 2006 Annual Fast+Simple Survey including 100 things you can learn about 21st century metrics
January 2006
This paper includes a dozen skylines by industry. We have a great deal of research about contact rates which cannot be incorporated in the report. Contact Peter Massey on +44 7802 793515 or contact us if you would like to discuss your contact rates
Management information basics in contact operations
January 2006
It does what it says on the tin ! Written by our China based colleague Tony Bruno. Also take a look at www.planningforum.co.uk if you're searching for MI