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Article : What Contact Center KPIs Are on Your Dashboard?

#contactcenterworld, @brightpatternus

In our last few blogs, we discussed some real-time key performance indicators (KPIs), also known as metrics, that supervisors use on a daily basis to monitor the status and productivity of their agents, teams, and services. This time, we’ll check out some handy dashboard metrics, which span all the KPI categories we previously covered.

A dashboard is an area of the Agent Desktop that displays abbreviated, at-a-glance metrics that help both agents and supervisors easily monitor important areas of work, such as the amount of time agents spend doing after-call work, how many inbound calls have been handled, and so on. Like a game scoreboard, a dashboard provides real-time updates of key values—in this case, selected metrics—that are helpful to agents and supervisors. Most contact centers use metrics to boost agent and team performance and increase the quality of the interactions handled.

The names of these metrics are typically abbreviated so that more can fit in a small space. Supervisors will get to know these names as they go about their day-to-day operations.

It’s possible to display any combination of these metrics. The ones that get displayed on your Agent Desktop dashboard really depend on the needs of your contact center, agents, teams, and services.

Bright Pattern, for example, offers these dashboard metrics, which offer snapshots of everything from handling time, outbound calls dialed, and inbound calls received to dispositions, calls in the queue, and team success rate.

Real-time dashboards provide a broad view of everything that affects customer service and satisfaction:

  • Status: Where are the customers now—in IVR, on hold, waiting, being helped?
  • Abandonment: How many interactions were abandoned or dropped?
  • Dropped calls/chats: How many interactions were dropped, and why?
  • What’s in the queue: How many customers are waiting to be helped?
  • Service level: How many calls and interactions have been accepted and handled today?

A Contact Center Driven by Insights

KPIs provide the insights you need for improving agent engagement and elevating the customer experience. The customer experience hinges on empowering agents with the right training, tools, and service model. 

#contactcenterworld, @brightpatternus

 


About Bright Pattern Inc:
Company LogoBright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers non-disruptive maintenance with on the fly upgrades and scales from 5 to 10,000 concurrent agents with a measured 99.99% uptime. Bright Pattern’s out-of-the-box CRM integrations increase agent productivity with integrated UI, click to call, screen pop, and activity history, automatically saved with the ticket. Bright Pattern’s solution has usability that is second to none with a new intuitive desktop for managing omnichannel experiences, a unified interface to set-up and modify workflows, and a monitoring, reporting, and quality management for and across all channels.
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Today's Tip of the Day - What Type Of Relationship Do You Want?

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

Published: Wednesday, December 26, 2018

Printer Friendly Version Printer friendly version

2024 Buyers Guide Visual Communications

 
1.) 
Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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