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28th October 2013
According to our poll, 61% of industry professionals believe that their contact centre struggles to measure the right things when attempting to improve quality monitoring and performance management.
Poll – “What challenges do you face in improving Quality Monitoring and Performance Management?” – answers
61% Measuring the right things
41% We’re too busy
32% Low trust in the process
45% Team Leaders need better skills
33% No technology / technology won’t let me
(Multiple answers were allowed during this poll, so the total does not add up to 100%.)
Source – Call Centre Helper webinar: New Solutions for Quality Monitoring and Performance Management Sample size – 115 Date: March 2013
Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
