Measurement
Knowing whether it works
The short set of measures that carry information, the test that validates a whole scorecard, and how to report to people who want one number.
Reference
A short set that carries information, and the longer set that fills dashboards and drives the wrong behaviour.
Procedure
Testing Whether QA Scores Predict Anything
The analysis that validates or invalidates an entire quality programme, and it can be run in a week with data most operations already have.
Analysis
First Contact Resolution, Honestly
The most quoted contact centre metric and the most inconsistently defined. Most published FCR figures are not measuring resolution.
Analysis
Survey Scores and What They Actually Measure
Response rates are low and non-random, so a survey average describes the people who answered. What that supports and what it does not.
Procedure
Detecting Scorecard and Model Drift
Scores move for reasons unrelated to performance: evaluator turnover, model updates, call mix. Instrumenting distinguishes them.
Procedure
Reporting Quality to Leadership
A single quality percentage is what gets asked for and it is the least informative thing you can supply. What to report instead, and how to survive the request.
6 notes in this section