Hi All,
I work for a telecommunications company and manage one of our contact points called a service center. Duties at the service center include sales and customers service. In the last couple of years emphasis has been on sales but things are changing now and we are trying to be more service oriented.
My challenge now is to come up with a performance contract that reflects this shift and that will capture/ measure effectively the performance of my CSR's.
Suggestions on how to go about this and if possible resources would be appreciated.
Looking forward to your responses
Stellar | 
