Wilson, Jonathan,
Performance metrics to sustain peak performance [electronic resource] / Jonathan Wilson. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (47 min.) : color, sound). - Contact center management : how to succeed in today's dynamic environment, 2056-4570 . - Henry Stewart talks. Business & management collection. Contact center management. .
Animated audio-visual presentation with synchronized narration. Title from title frames.
Contents: Sustainable metrics for peak performance -- Using metrics to simplify processes -- Balanced scorecard and EFQM -- Auditing to eliminate the need for service -- Problems with statistics -- The top metrics -- Useful and harmful purposes -- The ultimate metric.
Access restricted to subscribers.
Mode of access: World Wide Web.
2342 Henry Stewart Talks
Call center agents.
Call centers--Management.
Performance--Management.
Performance metrics to sustain peak performance [electronic resource] / Jonathan Wilson. - London : Henry Stewart Talks, 2009. - 1 online resource (1 streaming video file (47 min.) : color, sound). - Contact center management : how to succeed in today's dynamic environment, 2056-4570 . - Henry Stewart talks. Business & management collection. Contact center management. .
Animated audio-visual presentation with synchronized narration. Title from title frames.
Contents: Sustainable metrics for peak performance -- Using metrics to simplify processes -- Balanced scorecard and EFQM -- Auditing to eliminate the need for service -- Problems with statistics -- The top metrics -- Useful and harmful purposes -- The ultimate metric.
Access restricted to subscribers.
Mode of access: World Wide Web.
2342 Henry Stewart Talks
Call center agents.
Call centers--Management.
Performance--Management.