Are your contact centre’s key performance indicators (KPIs) giving you the the whole story?
For many companies, the contact centre is the ‘front door’ to the business. While you can ensure employees greet customers cheerfully and meet their needs at every turn, once customers ‘leave the building’ (virtual or not), do you really know if their inquiries or issues were resolved? Within the best possible time-frame, with minimal customer effort?
Making things even trickier are all the new technologies and different channels that your customers are using to contact you. They’re calling. They’re emailing. They’re reaching out to you with texts and trying to find ways to interact with you via your website and on social media.
Keeping track of all the interactions your customers have with your business, and trying to make some sense of how good your customer experience really is can be a real challenge. So, how do you even begin to measure success… well… successfully?
Many businesses are now realizing that they need to step up their game when it comes to measuring their workforce performance. You can start by looking at the KPIs you use today. Are they telling you everything you need to know? About what’s working and what’s not? About which interactions are upsetting customers and giving you a bad brand image?
Are you using traditional contact centre KPIs, like average handle time (AHT), average wait time (AWT), and first contact resolution (FCR)? While these work well for operational aspects of your contact centre, they are not quite enough to stay competitive any longer.
To ensure that their companies are delivering an experience that keeps customers coming back, many managers today are implementing newer KPIs, like Net Promoter Score (NPS) and Customer Effort Score (CES), to find out where the rubber meets the road.
Additional Information
The Author – Yvonne Ba, Genesys
Yvonne Ba provides the marketing force behind some of Genesys’ leading Customer Experience and Continuous Workforce Optimization portfolios. She has over 15 years experience in strategy, sales and marketing, a BA in International Business from the University of California at Davis, and an MBA from Santa Clara University.
For additional information see Genesys’ Company Profile
