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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Do you have Unified Contact Center Reporting?

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In the contact center, a change made to one aspect of performance or technology can impact several other areas, which will either enhance or undermine the original attempt to improve quality or service. 

That is why a unified/integrated system is so important. Performance management encompasses a number of moving parts, and it’s necessary to have one system that connects all aspects of scheduling, skills, quality, metrics and compliance, with both qualitative and quantitative data. 

The advantages of unified and aggregated reporting over less sophisticated systems or siloed strategies are obvious: 


Metrics are displayed in one place, making it easier to monitor and adjust them as needed


“Connecting the dots” becomes simpler when real time and historical performance data is available to agents and managers 


Insight is gained through the monitoring of key metrics that are critical to contact center performance, from adherence and service levels to average handle time, forecast accuracy and shrinkage


Real time data makes it possible to react immediately to situations, or even proactively to avoid issues before they can occur


Now that this data is more conveniently accessible, managers can clearly define what metrics drive the performance of the center. Use these metrics to set goals – is the average handle time too long? Are customers waiting too long for an agent? Are product upsells below expectations? Once that to-do list is in place, make sure all personnel are on board and working toward the same standard. 




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