The scientist Galileo is credited with saying, “Measure what is measurable, and make measurable what is not so.”
Many contact centers are great at this, or at least the first part of this. They love to measure, measure, measure. And yes, metrics have been created for pretty much everything, from average handle time to transfer rate to cost per call to abandon rate.
But how do you know if you’re wasting time measuring the wrong thing? Or if you’re missing something you hadn’t thought to quantify? To paraphrase Galileo, are you able to measure what is not currently being measured?