Advances in customer feedback have coincided with a desire for significant cultural change in many organisations (sometimes prompted by regulators, sometimes by a genuine desire for a different approach). This has resulted in a shift away from traditional operational efficiency metrics (FCR, AHT) and sales-based incentives towards performance management programmes based on customer perceptions of service delivery.

Many of our clients use the voice of the customer to provide the key metric to manage and reward agent performance in the contact centre.