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John Myers

Hey all-

Welcome to my blog. The fine folks at the BeyeNETWORK™ have provided me with this forum to offer opinion and insight into the worlds of telcommunications (telecom) and business activity monitoring (BAM). But as with any blog, I am sure that we (yes we... since blogging is a "team sport"...) will explore other tangents that intersect the concepts of telecom and BAM.

In this world of "Crossfire" intellectual engagement (i.e. I yell louder therefore I win the argument), I will try to offer my opinion in a constructive manner. If I truly dislike a concept, I will do my best to offer an alternative as opposed to simply attempting to prove my point by disproving someone else's. I ask that people who post to this blog follow in my lead.

Let the games begin....

About the author >

John Myers, a senior analyst in the business intelligence (BI) practice at  Enterprise Management Associates (EMA). In this role, John delivers comprehensive coverage of the business intelligence and data warehouse industry with a focus on database management, data integration, data visualization, and process management solutions. Prior to joining EMA, John spent over ten years working with business analytics implementations associated with the telecommunications industry.

John may be contacted by email at JMyers@enterprisemanagement.com.

Editor's note: More telecom articles, resources, news and events are available in the BeyeNETWORK's Telecom Channel. Be sure to visit today!

Being able to respond in a timely fashion to customers requirements in a timely fashion is a key to many telecommunications CRM implementations and by association telecom call centers.  However, a recent study shows that many call centers are using qualitative metrics rather than quantitative metrics to measure call center performance.

While I believe that no organization should use only one or the other, one of the best ways to determine in ‘real-time’ ( near real-time for those of us who actually have to implement this stuff…. ) the performance of your call center is to use quantitative, operational metrics to determine operational performance.  Qualitative metrics, like customer surveys and feedback, take too long to determine if there is an issue that can be corrected.

It should be noted that quantitative metrics NEED to be backed up with quantitative metrics.  The quantitative metrics are only good to tell you how fast you are going.  Qualitative tell you where you going.  Remember the immortal words of Yogi Berra:

“We're lost, but we're making good time.”

It would be unfortunate to run a call center only based on “making good time”.

Posted December 31, 2008 8:00 AM
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