How do you measure productivity without sacrificing quality or employee morale? All of us must learn the fine balance of delivering excellence within the parameters of cost efficiency.

This article will teach you how to optimize your contact center's performance by constructing a balanced measurement system. You will read about the attributes that make some metrics better than others and the guiding principles for productivity measures. You will learn how to tailor performance standards to drive desired levels of performance and motivate desired behaviors. Adopt this team approach to performance measurement and watch your performance soar!

The process of designing, implementing, and managing balanced performance measurement systems may not be a science, but it definitely requires skill and know-how. Consider this article your first step in becoming an expert on the subject!