Did you know that using the right KPIs can drive your contact center performance? Top KPIs deliver more than data —and can optimize the benefits you get from them, including raising the bar in every critical area, from productivity and compliance to quality and customer satisfaction.
Top Contact Center KPIs for Managing Customer Service, Sales & Collections (PDF)
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.
DMG Cloud-Based Contact Center Infrastructure Product and Market Report (PDF)
DMG Consulting's 2018/2019 : DMG Cloud-Based Contact Center Infrastructure Product and Market Report can help in selecting the right partner for cloud-based contact center infrastructure needs. Read on to learn why NICE CXone was rated highest in both product and overall vendor satisfaction by customers.
2018 NICE CX Transformation Benchmark (Webinar)
In this one-hour webinar, join in to hear contact center experts unpack the report’s many discoveries, including the six dimensions of customer service and customers’ own expectations for interacting with brands, their channel preferences, and what leads to satisfaction. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®. Hear about actual contact center transformations and best practices, too.