Table of Contents

Chapter One: Metrics and the Call Center

Chapter Two: Metrics Tell the Call Center Story

Chapter Three: Monitoring Metrics

Chapter Four: Measuring the Metric

Chapter Five: What Can We Manage?

Chapter Six: Getting Started: What the Metrics Will Look Like

Chapter Seven: Building the Tactical View

Chapter Eight: Reading the Tactical View

Chapter Nine: Tactical Use of Metrics

Chapter Ten: Constructing More Tactical Views

Chapter Eleven: Strategic Terms

Chapter Twelve: Building the Strategic View

Chapter Thirteen: Using the Strategic View

Chapter Fourteen: Strategic Predictions

Chapter Fifteen: Strategic Decisions Using Metrics

Chapter Sixteen: Keeping the Center Optimal

Chapter Seventeen: Metric Dashboard

Chapter Eighteen: Benefits of Effective Metrics

Appendix A: Tactical View Algorithms

Appendix B: Exercise Solutions

Index