Pretty much everyone involved with the industry would agree that measuring performance in the contact center is the key to ensuring productivity and continuous improvement. What there tends to be disagreement about, however, is which contact center metrics are most important. Most companies establish a set of Key Performance Indicators (KPIs) that are used to assess individual agents and subsequently aid in the growth of the company.
There are many different performance measurements that can be used to gauge the efficiency of contact center operations. Some are for overall center performance and some focus on the individual employee. The main purpose for both is to ensure business goals and objectives are being met and that individual employees are performing to their highest potential. Keep the following points to keep in mind while determining the KPIs which will benefit your organization the most:
The key aim of a contact center is to provide service to customers. Hence, the level of customer satisfaction is crucial. The following KPIs are essential to assessing the level of customer satisfaction being achieved.
There are several tools to measure KPIs consistently.
Assess the KPIs you want to implement and consequently gain an understanding of what tools the contact center will use to measure the indices required for the metrics. Such tools may include real-time metrics dashboard for agents and managers, call monitoring, workforce management software, etc.
Also ensure that your contact center agents are focused on customer satisfaction and motivated to work towards the growth your business. If agents aren’t satisfied with their jobs, there is a huge chance it will reflect in their work ethics. Just as you measure customer satisfaction, agent job satisfaction also needs to be regularly monitored and kept under check. Simply put, happy agents will translate into happier (and more loyal) customers!
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