The universal truth of running a call center is that the list of KPIs you could measure is endless. The challenge becomes planning the right KPIs for each stakeholder group – executives, managers, team leaders and customer service agents – within your organization. Here, we review and analyze three popular call center KPIs that affect all key stakeholder groups, as well as your customers.
What are the best call center metrics to track? Which ones should you set goals for and base reporting on? Some key metrics provide valuable insights into your call center’s organizational workflows. Others offer little value for your center and can complicate matters when measuring agent performance or tracking customer satisfaction. Performance analysis is supposed to help day-to-day operations, not hinder them.
With the world heading further toward instant gratification, customers are no longer willing to wait on hold or be transferred to multiple customer service representatives. And with the rise of digital channels being used to interact with customers, such as chatbots and social media, businesses are expected to increase customer engagement and streamline these support processes. Call centers must leverage these alternative digital channels to ensure customer service agents maintain a high level of support. Luckily, deflecting to digital channels is one of the best ways to satisfy customers when handling extremely high call volume.
Call center analytics are designed to provide insight into the overall performance of your call center, including adjusting how you manage your workforce and how this impacts the overall customer experience–regardless of where your agents work from. Successfully managing a fully remote or hybrid call center becomes more achievable with relevant insights from your customer interaction data. Let’s look at 5 ways call center analytics can improve remote working for your employees and create better customer outcomes.
Your call center’s success depends on employing agents who can satisfy customer needs effectively and efficiently. Tracking agent performance metrics gives you a data-driven strategy for measuring your agents’ activity and contribution to the customer experience. Below we’ve listed four metrics that your team leaders may be overlooking, or at the very least, underestimating, for call center agent performance.
Whether your team has gone permanently remote, returned to the office, or you are working in a hybrid model, everyone seems to be struggling with how to engage their employees in a meaningful way that doesn’t come across as “forced fun” or “mandating culture”. So we’ve compiled a list of some popular ways to cultivate participation, engagement, and connectedness within your organization regardless of your industry, or if your team members are in office or remote.
You’ve probably heard the term gamification. But what does gamification really mean? Or most importantly, how could it actually be useful in the call center? Find the answers to these questions and more in the video below. Take a look! Gamification Defined Some people think of gimmicks with the term “gamification” like […]
Most people are familiar with Key Performance Indicators (KPIs), especially within the contact center and customer service space. Key Result Indicators (KRIs) are less known, but equally important to your business. Learn more about the differences between these indicators below, and how can you combine them for more effective contact center management.