The KPI That Lies
Why call-handle-time is a process metric in disguise, and the two tests that separate a real outcome metric from an activity score.
Why call-handle-time is a process metric in disguise, and the two tests that separate a real outcome metric from an activity score.
Find out where your own organization sits on the process-to-outcome spectrum. The assessment takes about ten minutes.
Take the Outcome Focus Self-Assessment