Call centers have been depending on the same key performance indicators (KPIs) since they began 50 years ago. These KPIs were intended to improve the efficiency of employees answering phones and to reduce the volume of lost calls to sales organizations. They made sense then - but not anymore. Given the advances in technology, automation, and artificial intelligence (AI) over the last few years, along with the flexibility and processing power of the cloud, it’s time to reimagine the potential of contact centers and to update KPIs.
The current pandemic underscores the need for change as well. Chances are, the KPIs needed to thrive in the post-COVID-19 world aren't the ones you're currently focused on. Find out about the customer- and agent-centric KPIs you should be tracking to ensure you include what matters most to customers and to your brand. This report by DMG Consulting LLC will also explore ways to strike a balance between agent productivity and engagement. Get your copy today.