Overview
Managing a contact center requires a combination of art and science, but it's the science that should be driving the art. Contact Centers of all sizes, whether staffed by 20 or 10,000 agents, need key performance indicators (KPIs) and metrics to effectively manage the operating environment. This white paper provides the top KPIs and metrics and explains how to use them to build and engage workforce that delivers an outstanding customer experience, cost effectively.
Call Tracking Metrics: Are You Tracking the Right KPIs? (PDF)
Are you tracking the right KPIs? Metrics such as Average Handle Time (AHT) and Abandonment Rates can have a direct impact on your bottom line, customer experience and agent satisfaction. In this Reporting engagement, we’ll identify the metrics that your contact center should track and highlight those that may distract your organization from achieving its goals. Together, we’ll develop the appropriate benchmarks for your contact center and recommend potential enhancements that can greatly enhance and improve your business.
Contact Center Productivity for KBM Group
KBM Group’s contact center is a Business Process Outsourcer (BPO) that provides custom services to their clients. With NICE inContact, they are able to bring on new clients with confidence. Their competitive advantage includes NICE inContact’s security, flexibility, real-time reporting, ease of use, and the ability to integrate systems. In the first year of using NICE inContact, KBM Group was able to increase productivity by 60% and decrease their cost-per-contact by 42%.