» Behaviour



The contact center’s KPI conundrum

In today’s hyper data-driven, KPI obsessed world, contact center managers are often faced with an onslaught of KPIs to monitor—you know, the usual suspects of daily/weekly/monthly sales, average handling time (AHT), first contact resolution (FCR), number of interactions per agent, net promoter scores, customer survey results, agent scheduling adherence… In a nutshell, there’s a hard-number metric for just about any step in customers’ overall experience and journey with a company.

It’s exhausting just listing them all—let alone analyzing them on a regular basis.


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