Measure what matters: Contact centre efficiency

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An estimated half of all customers engage on three to five channels during each journey toward making a purchase or resolving a request. Those interactions generate a lot of data you can use to improve efficiency. But all that data complicates your choices. Which metrics should you monitor? Which ones will give you solid insight into how well your contact centre is performing – or not?

Start with the best practices that most successful contact centres rely on, and then choose the top KPIs to measure, including:

Volume of interactions by specific time frames
Rate of channel switching to resolve a problem
Frequency of human agents needing to take over from bots

Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.