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Article : Setting New Standards for Success – 5 Steps for Redefining KPIs

#contactcenterworld, @Calabrio

My first blog about change discussed how resistance to doing things differently is the arch nemesis of customer service. One aspect of adopting change and encouraging new ways of working is often the need to remodel key performance indicators (KPIs), these are the measurable values that demonstrate how effectively goals and objectives are being achieved.

Like Darwin’s "survival of the fittest", successful organizations stand out by their ability to pre-empt change and adapt to it while retaining the loyalty of their customers. Measuring all-round performance, whether in Sales, Marketing, Finance, HR, Operations, Manufacturing or Customer Service should be a continual process. Therefore, is it time to revisit your KPIs?

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Leave the past behind: five steps to future KPIs

The answer lies in taking a fresh look at your business to create a relevant set of measurement criteria that support an evolving organization. Follow these five steps to re-define new parameters for success:

  1. Collaborate for meaningful customer service metrics

Why are customer service teams so obsessed with the number and the length of the calls they handle and yet customers still complain about repeating themselves or not getting the answers they want? It’s like running the same old reports without analyzing the statistics properly – do they really add business advantage. Instead, collaborate to establish measures that enable the business to devote more energy to the customer. Liaise with colleagues in other departments to identify customer service goals to support corporate goals in terms of customers and the experience they receive from the organization as a whole.

  1. Ban the fear factor

Companies that are afraid of changing the status quo will always be left behind. Lead from the front by building a corporate culture around doing whatever it takes to make customers happy. Set clear parameters to empower staff across the board to use their own initiative to satisfy internal and external customers. There should be no limits on the number of customer service calls and no KPIs around call handling times. Encourage everyone in the company to focus 100% on creating an amazing customer experience, measured by feedback and additional revenue.

  1. Instil a customer first approach

Instil a customer first approach throughout the whole company by eliciting customer stories from all departments – credit control, sales, marketing and operations – they all deal with people on a regular basis, people who are customers in one way or another. Allow everyone their moment to shine, to exchange new ideas and learning via constructive group discussions and positive online forums. Avoid a ‘head in the sand’ mentality when it comes to negative customer feedback – it’s a great opportunity to turn bad customer experiences into good ones. Taking this approach to fresh thinking leads to the development of meaningful customer service metrics including new customer satisfaction (CSat) KPIs.

  1. Swap roles for the day

Introduce a regular programme of events that encourage different departments or even people in the same department to change jobs for a few hours. Why not invite engineers to become marketers, salespeople to work in the contact center or product managers to become warehouse managers? This will help everyone gain a better understanding of the unnecessary pressures they put on each other or the impact their departmental decisions have on the rest of the business. This two-way collaboration can become a cradle of creativity that sparks inventive solutions to problems along with better ways to measure the collective success of the organization.

  1. Uncover hard evidence for change

Finally, encourage a culture that embraces new technology. It’s an automated way to keep track of the customer experience and business performance in the past, present and future. The latest Workforce Management (WFM) solutions capture staff skills, experience and availability to match them against demand, specific roles and client KPIs while ensuring organizational compliance with Work Time Directives or important quality and safety legislation. Use this hard evidence to re-align your processes and metrics, re-deploy your people (rather than replace them) or even present a sound business case for investing in extra headcount and other resources.

There are no limits. Think again and use KPIs and technology as strategic tools to support the overall business by re-energizing people and customer interactions for tangible success.

#contactcenterworld, @Calabrio

About Patrik Vesterberg:
Patrik Vesterberg is heads up Sales for the Nordics and mainland Europe at Teleopti. He has a great interest in change driven by technology and how companies, employees and customers are affected by new opportunities and requirements.

About Calabrio:
Company LogoCalabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
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Today's Tip of the Day - Make Training Fun

Read today's tip or listen to it on podcast.

Published: Monday, April 22, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)


Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

MattsenKumar LLC

SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.


InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership


Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis

All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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