Key Performance Indicators in Today's Contact Centers - Nemertes Research
Customer experience is more important than ever, and the growing number and variety of channels into the contact center mean that the customer journey is more than just a phone call.
Download this research paper from Nemertes Research to learn how speech analytics and predictive analytics tools can improve workforce performance and deliver great customer experience.
This paper focuses on key performance indicators (KPIs) specifically aimed at understanding the overall multi-channel customer experience and to improve workforce performance, including:
- First Contact Resolution (FCR)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)