Measure what matters: Contact center efficiency

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 center is performing – or not?

Start with the best practices that most successful contact centers 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