Årligen genomförs den landsomfattande kvalitetsundersökningen KKiK (kommunens kvalitet i korthet) – och när Annika Nyström 2018 klev in i jobbet som enhetschef för kontaktcenter så låg Skövde kommun på plats 78 av cirka 190 deltagande växlar och kontaktcenter. Det gav en placering ungefär i mitten, och den nya chefen var inte nöjd.
Annika Nyström: “Att mäta individuell prestation kan upplevas skrämmande”
Kontaktcenter Kontaktcentrets kundnöjdhet gav en medioker placering bland landets kommuner – men på två år klättrade Skövde till toppskiktet. Här berättar enhetschefen Annika Nyström om hur den snabba resan var möjlig.

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– Så på två år gick vi från plats 78 upp till plats 5 i KKiK-mätningen, och det är ju stora steg. Särskilt om man har samma verksamhet att jobba med, säger Annika Nyström till Telekom idag.
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
