Overlooked KPIs That Make a Difference in Your Contact Center
Contact centers have long relied on KPIs to optimize their businesses. With the evolution from service by phone to an omnichannel landscape, yesterday’s KPIs cannot guide tomorrow’s service success.
Going beyond traditional KPIs and targeting the most important metrics means going beyond traditional systems. Spreadsheets and legacy technology can’t provide the rich, contextual interpretation of data you need to make changes that set you apart from your competition.
In this guide, we cover the KPIs that can bring improvements to your business — especially during uncertain and highly competitive times.
This guide gives you the insights to focus on the most valuable KPIs that align with your business goals.
- Why Refining KPIs Matters in Your Contact Center
- KPIs to Influence Customer Retention
- KPIs to Measure Service Quality
- KPIs to Measure Interaction Efficiency