However, this can have a negative impact on service quality. So, here are two ways to lower AHT that will not influence service quality. Create Cheat Sheets to Streamline Calls Often, the contact centre will find that its advisors use different methods to elicit the same information from their customers. This is both in terms of call-handling techniques and system navigation.
People, schedules, processes, and budgets can all contribute. Based on the outcome of these various efforts, adjustments can be made where necessary; e. Success is measured based on achieving the goals we set out to accomplish relative to the expectations of our stakeholders and customers.
AST Program Tracking and Defect Prevention In our book "Implementing Automated Software Testing IAST " in we cover the importance of valid requirements and their assessment; in another we discuss the precautions to take when deciding what to automate; and yet another section we discussed in detail the importance of peer reviews.
Conduct Technical Interchanges and Walk-throughs Peer reviews, technical interchanges, and walk-throughs with the customer and the internal AST team represent evaluation techniques that should take place throughout the AST effort.
They consist of a detailed artifact examination by a person or a group other than the author. These interchanges and walk-throughs are intended to detect defects, non-adherence to AST guidelines, test procedure issues, and other problems. An example of a technical interchange meeting is an overview of test requirement documentation.
When AST test requirements are defined in terms that are testable and correct, errors are prevented from entering the AST development pipeline that could eventually be reflected as defects in the deliverable. AST design component walk-throughs can be performed to ensure that the design is consistent with defined requirements - e.
Technical reviews and inspections have proven to be the most effective forms of preventing miscommunication, allowing for defect detection and removal. Examine Constraints and Associated Risks A careful examination of goals and constraints and associated risks should take place, leading to a systematic AST strategy and producing a predictable, higher-quality outcome and a high degree of success.
Combining a careful examination of constraints together with defect detection technologies will yield the best results.
Any constraint and associated risk should be communicated to the customer and risk mitigation strategies developed as necessary.
Implement Risk Mitigation Strategies Defined "light weight" processes allow for iterative, constant risk assessment and review without the dreaded overhead. If a risk is identified, appropriate mitigation strategies can be deployed. Require ongoing review of cost, schedules, processes, and implementation to ensure that potential problems do not go unnoticed until too late; instead, processes need to ensure that problems are addressed and corrected immediately.
For example, how will you mitigate the risk if your "star" developer quits?
There are numerous possible answers: Software development is a team effort and it is never a good practice to rely on one "star" developer. Hire qualified developers, so they can integrate as a team and each can be relied on in various ways based on their respective qualifications.
One team member might have more experience than another, but neither should be irreplaceable, and the departure of one of them should not be detrimental to the project. Follow good hiring and software development practices such as documenting and maintaining all AST-related artifacts and put the right people on the project; we discuss the "how to" in our book "IAST.
Evaluate and determine risk mitigation techniques in case an identified risk comes to fruition.
In IAST we discuss the importance of an isolated test environment and having it under configuration management. For example, you might want to test any new technology to be used as part of the AST effort in an isolated environment and validate that a tool, for example, performs to product specifications and marketing claims before it is used on any AUT or customer test environment.
At one point we installed a tool on our Micron PC used for daily activities, only to have it blue-screen.
An isolated test environment for these types of evaluation activities is vital.Before any metrics are adopted, you must also have a process to define, develop, and educate the organization.
Sketch key metrics to support the vision, mission, and goals The main reason pre-packaged metrics are ineffective is the uniqueness of each organization, as defined in . Once you’ve done that and created content that you think will drive the desired actions, you can start measuring the efficacy of your content program.
by far my favorite way to track sharing metrics is PostRank Analytics, which combines all the sharing behaviors into one jambalaya of data that’s easy to track and compare. Unfortunately. How do metrics allow us to track the strategy process once it is implemented? How is environmental scanning helpful in choosing the appropriate metric guidelines to .
SIEM: A Guide to Successful Implementation, Strategy, and Planning Stackify July 27, Insights for Dev Managers Security Information and Event Management (SIEM) allows you to get real time analysis on threats and security alerts that are created by network applications and hardware.
May 26, · To solve this issue, businesses create metrics, measurable details of a process, to gather data about a process before and after a change is introduced. Analyzing these metrics provides data that communicates how much the change improved the process, if at srmvision.com: 95K. Plan maintenance is the process the planning team establishes to track the plan’s implementation progress and to inform the plan update.
The plan must include a description of the method and schedule for monitoring, evaluating, and updating it within a 5-year cycle.