Performance metrics to sustain peak performance [electronic resource] / Jonathan Wilson.
Material type:
FilmSeries: Henry Stewart talksBusiness & management collection. Contact center management: Publisher: London : Henry Stewart Talks, 2009Description: 1 online resource (1 streaming video file (47 min.) : color, sound)Subject(s): Call center agents | Call centers -- Management | Performance -- ManagementOnline resources: Click here to access online | Series 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.
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Mode of access: World Wide Web.