Contact Center Excellence 888-582-4548 / 920-427-2255 / www.lucilium.com / inquiry@lucilium.com Case Study Challenge A well-established contact center introduced a number of key performance indicators throughout the years. Unfortunately a few of the metrics were inconsistent, misaligned, or in a continuously non-trending state. For example, the lack of case management in their customer service department made it increasingly difficult to trend the transactional experience of the customer. The overall duration and makeup of a service request could not be measured. Effort The first step was to understand the goals of each department and how they intersected with each other. Brand, culture, and the goals of the company were f

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