Wednesday, July 25, 2007

More "Art of War" applied to the call center

This is the second in a series where we examine "The Art of War" by Sun Tzu, the oldest strategy book in the world, containing many lessons which can be reimagined for the contact center.

Today, let's examine rule # 12:

"12. Therefore, in your deliberations, when seeking to determine the military conditions, let them be made the basis of a comparison."

Here we can perceive that using a comparitive analysis of military conditions would be similar to the calibration of contact center benchmarks. Calibration is used in many world class call centers in order to evaluate the evaluators. Calibration can be used to identify scoring trends which may be unusual or anomalies. Adjustments can then be made to the evaluation process.

The call center translation for #14:

"Use benchmarks and calibration in order to improve your evaluation processes"

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