Free white paper · Opinion
Kill Your Dashboard
The contact-centre metrics we should stop worshipping — and what to measure instead.
A manifesto, not a masterclass. The argument: the industry measures the wrong things, defends them out of habit, and lets a handful of sacred metrics do real damage. This paper takes aim at five — service level, occupancy, AHT targets, adherence-as-a-stick, and the composite quality score — explains why each lies to you, and proposes what to measure instead. Read it, check it against your own pack, and tell us where we’re wrong.
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Download the PDF (10 pages)What’s inside
- Why your dashboard lies to you — Goodhart’s law in the contact centre
- The five sacred cows: service level, occupancy, AHT targets, adherence-as-stick, the composite score
- Why service level hides the distribution — and who it leaves waiting
- The occupancy burnout curve — the saving that’s repaid in attrition
- The pattern behind all five — measuring the easy over the meaningful
- What to measure instead — outcomes, distributions, leading indicators
- How to actually kill a metric the business has watched for a decade
Seventh in the series — and the first written to start an argument. Pair it with composite metrics that hide the truth, is service level a dead KPI, and the cost of perfect adherence.