TY  - ADVS
AU  - Wilson,Jonathan
TI  - Performance metrics to sustain peak performance
T2  - Contact center management : how to succeed in today's dynamic environment,
PY  - 2009///
CY  - London
PB  - Henry Stewart Talks
KW  - Call center agents
KW  - Call centers
KW  - Management
KW  - Performance
N1  - 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
UR  - https://hstalks.com/bm/1418/
UR  - https://hstalks.com/bm/p/266/
ER  -