The power of using interrelated management metrics becomes clear when determining the results of a new sales program, internal process improvements, or agent training. Correlating call outcomes with call handling times or number of transfers provides a quick, clear picture of change – either positive or negative. A good performance management system must have the ability to incorporate appropriate and relevant quantitative and qualitative measurements. While understanding what is happening within the contact center is key to performance, knowing why it is happening is key to improvement. Today's contact center analytics technology coupled with the right KPIs allow management to understand how customers experience the organization. A data mart that incorporates recorded customer interactions presents management with the ability to access data by rolling up, drilling down, or going across at any level, including listening to the actual recording of a customer/agent interaction. This depth of access to the customer's perspective has never existed before. Following are significant KPIs that can provide useful and actionable information.
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Published: Monday, November 4, 2002
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