How do you measure success? Are your KPIs effective at driving agent performance? Do they align with business goals and contribute to the bigger picture?
We recently conducted a survey to find out which agent performance metrics contact centers are tracking, which are considered the most effective, and what type of impact call-routing strategies and access to subject-matter experts have on performance.
The report includes survey findings on call routing strategies and methods for collaboration between agents and SMEs.
Thank you to all participants for taking the time to share your perspective!
Complete the form to download the Survey Final Report