SharpenCX

NOVEMBER 12, 2019

In fact, she skipped over the playbook of call center metrics best practices entirely. Metrics can be overwhelming. Only a slim 1% of contact centers think their intelligence strategy is perfect. Here are five ways to measure it (and the breakdown on five other confusing metrics). I get it, though.

Metrics 64

Metrics Best practices Call Center Surveys 64

SharpenCX

AUGUST 21, 2023

Strategic goals aren’t simply call center metrics. Other goal-setting measures like objectives or key performance indicators (KPIs) (which are quantitative metrics to show progress) can help you achieve strategic goals, but do not stand alone to drive change. Launch chatbot by end of quarter to reduce call center queues by 15%.”

Call Center 67

Call Center First call resolution Contact Center Contact center software 67

SharpenCX

NOVEMBER 21, 2019

Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. As we look to 2020 call center trends, we look past shiny objects. But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality.

Call Center 84

Call Center Contact Center Interactive Voice Response Self service 84

SharpenCX

NOVEMBER 21, 2019

Likewise, sending out surveys doesn’t work if you don’t do anything with the feedback you get. As we look to 2020 call center trends, we look past shiny objects. But by 2025, 60% of contact centers believe they’ll intelligently route customers based on agent skills, urgency, lifetime value, or personality.

Call Center 67

Call Center Contact Center Interactive Voice Response Self service 67