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Contact Center KPIs, Part 3: Managers

Posted by Geoff M. on Apr 21, 2015 2:23:05 PM

Are you frustrated with a lack of overall quality reporting in your contact center? If so, you’re not alone; as evidenced in a January 2015 survey conducted by DMG Consulting, 36.3 percent of the 311 enterprise executives and managers surveyed identified the need for enhanced reporting in their facilities.

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Topics: Contact Center KPIs, Reporting

Contact Center KPIs, For Supervisors

Posted by Geoff M. on Apr 16, 2015 2:29:24 PM

Part 2:

Life would be pretty difficult for Manager Walt Weiss and the Colorado Rockies if Weiss didn’t have access to a variety of data like pitch counts, scouting reports and historical matchups for each batter.

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Topics: Contact Center KPIs, Reporting, Key Performance Indicators

The Importance of Contact Center KPIs: For Agents

Posted by Geoff M. on Apr 14, 2015 9:07:39 AM

Part 1

Think about how hard it would be to drive a car without a dashboard in front of you. You wouldn't be able to see how much gas is in your tank, how much ground you have covered or how fast you are going. Just like a driver needs access to a variety of information for optimal operation of a vehicle, your agents need access to contact center KPIs (key performance indicators) to benchmark their progress and stay on task.

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Topics: Contact Center Agents, Contact Center KPIs, Reporting

Contact Center KPIs Guarantee

Posted by Fred S. on Feb 24, 2015 6:37:55 AM

Contact Center KPIs Will Guarantee a K.O. Customer Service Punch

On this blog site, we’ve been focusing a lot lately on the topic of key performance indicators (KPIs) in the contact center industry. In your search to find the ideal contact center platform, you’re going to hear a lot of jargon about investment options for measuring these contact center KPIs. You’ll need to determine which claims carry the most stock before you make a purchase decision.

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Topics: Contact Center KPIs, Customer Experience, Interactive Voice Response, Customers

Contact Center KPIs: Ensure a Great Customer Experience

Posted by Linda D. on May 13, 2014 2:38:46 AM

Contact center agents deal daily with a multitude of customers, and each interaction has a direct impact on the company’s bottom line. Therefore, agents must go above and beyond expectations to ensure a high-quality contact center customer experience. But as a supervisor, how do you make sure this is happening?

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Topics: Advanced call center metrics, Agent Engagement, Agent Training, Contact Center KPIs, Customer Support, Customers

Striving for Gold in Customer Service

Posted by Donna F. on Feb 19, 2014 9:06:50 AM

In the spirit of the Olympics, I'd like to challenge companies to raise their standard of excellence and strive to improve the quality of service that they deliver to their customers and prospects. To do so, managers need an effective set of key performance indicators (KPIs) that track meaningful and informative data. Most companies have standard metrics that they use to determine how well they are doing in delivering outstanding service. Unfortunately, companies are using KPIs that they have tracked for as many as 30 years. Here are some of the outdated KPIs that organizations should no longer use to track customer satisfaction:

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Topics: Contact Center KPIs, Customer Experience, Customer Satisfaction, Guest Blog, Speech Analytics

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