5 Top Metrics for Your Customer Service Team Dashboard

5 Top Metrics for Your Customer Service Team Dashboard

What is a dashboard in customer service? It’s simple. This is the hub of your entire customer service, displaying the most important metrics for at-a-glance convenience. Agents, team leaders, managers, and quality assurance (QA) analysts all depend on a well-organized customer service dashboard to track performance over time.

7 Key Skills Your Contact Center QA Analyst Should Have

7 Key Skills Your Contact Center QA Analyst Should Have

You’ve hired quality assurance analysts to help your contact center agents improve their customer service. You’ve introduced them to the team, incorporated them into your everyday processes, and are eagerly awaiting the fruits of their labor. But while the foundation for success is laid, contact center key performance indicators need to be applied to your…

Measure Agent Performance With These 10 Best Metrics

Measure Agent Performance With These 10 Best Metrics

When you’re a contact center leader, you have plenty of daily decisions to make related to agent performance—choices that directly impact your organization’s bottom line. Not having a handle on contact center agent performance metrics, overall operational performance, and customer sentiment is not an option for you. In fact, without the means to clearly measure…