SESSION 8 – TOWARDS LESS METRICS THAT MATTER MORE
Rethinking O2C KPIs, SLAs and performance management in SSC/GBS environment
• Classic O2C KPIs under the microscope: What they measure? For whom? And what they don’t say?
• Balancing efficiency, quality and customer experience in performance dashboards
• Increased analytics: Using data to support decisions, not just justify a long-established operating model
• DSO, aging reports, touchless ratios, dispute resolution time, etc.: Which metrics to focus on to provide the business with meaningful insights?