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Hello,
This question have three dimensions for answering it.
1. if you are talking about productivity and quality monitoring, i believe the transaction monitoring with all its types is the most efficient way (remote monitoring and side by side monitoring as an example)
2. if you are talking about process efficiency and cycle time for each type of transaction, i believe close side by side for many CSRs with different performance level on many types pf transactions and writing down your comments will be the best way (and this is a sort of work load analysis)
3. If you are talking about process improvement, efficiency, and reducing the non added value, or fats in your process, so the best way is to apply the Gemba Kaizen approach.
By means of setting the working goal and smart objectives measured by customer relationship management software
