Balanced Score Card & KPIs
management by planning can help develop a customized score card for you based on your unique needs. Our team has been developing KPIs and Balanced Scorecards since 1997 and can help you develop yours. Starting with customer needs and working backwards, we’ll work with your team to uncover the correct measures and then ensure they are aligned up and down the organization. In addition we’ll work with you to develop your agent’s scorecard, and train your leaders on how to coach to this scorecard.
Management Operating System
The one fundamental tool required by all Contact Centres is a Management Operating System. This system is a combination of forecasting tools and scheduling tools. Without accurate call forecasts, the correct number of agents cannot be determined. Without a scheduling tool, your agents will not be available for the peaks and valleys normally associated with Contact Centres. management by planning can develop a Management Operating System specific to your needs. Whether it’s a forecasting or scheduling tool, we can build it for you.