2003, Coaching and Interactive Voice Response

10 Key Metrics and KPI’s for Contact Centre Performance

Call Design

JULY 6, 2021

This metric reflects the knowledge base and expertise of the agents working in the contact centre as well as how well your customers are directed through the IVR to the appropriate agent. Net promoter score was developed by Bain and Co in 2003 and is a measure used to gauge customer loyalty, satisfaction, and enthusiasm with a company.

Metrics

Metrics Average Handle Time Schedule adherence Calibration

Workforce Optimization Ushers in the Real-Time Contact Center

DMG Consulting

APRIL 16, 2019

million in 2003 to approximately $1.7 We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. billion for the first half of 2018.

Contact Center

Contact Center Interactive Voice Response Analytics Self service

Customer Contact Central

10 Key Metrics and KPI’s for Contact Centre Performance

Workforce Optimization Ushers in the Real-Time Contact Center

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