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Go Beyond Net Promoter Score to Measure Customer Experience Effectively

Forbes defines the Net Promoter Score (NPS) as an index used to determine how willing customers are to recommend a brand, product or service....

Results-Focused Leadership: The Catalyst for CX Transformation

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public...
Contact Center Metrics Roundup of 12 Top KPIs

Contact Center Metrics Roundup

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset....
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in July

The Pipeline blog has been heating up all month! Our most-read topics in July included blog posts on aligning agent metrics with key customer...
Are Your Contact Center Metrics on Target

Are Your Contact Center Metrics on Target? Follow This Easy 3-Step Process to Find...

Contact center days are jam-packed with activity. It's easy to lose sight of the thread that should tether contact center performance metrics to what...
Call Center Agent Performance Survey

Contact Center Pipeline Magazine: Inside Our September 2016 Issue

Vacations are dwindling down. Schools are ramping up. We’re planning our agent celebrations for Customer Service Week next month. It is a busy time...
Advocatus Diaboli and the Metric Mirage. Playing devils advocate in the contact center with analytics

Advocatus Diaboli and the Metric Mirage

Devil’s advocate, according to the American Heritage Dictionary of Idioms, it means: “One who argues against a cause or position either for the sake...
Contact Center Pipeline April Issue - Featuring Employee Advocacy

Contact Center Pipeline Magazine: A Look Inside Our April 2016 Issue

The April 2016 issue of Contact Center Pipeline is available online. Here is what you’ll find inside: FEATURE ARTICLES Employee Advocacy By Susan Hash An empowered and impassioned...
3 Winning Data Strategies for your Customer Service Call Center

The 3 Winning Data Strategies for Contact Center Success

Effective data use can separate the preeminent contact centers from the rest of the pack. As you work to leverage your center’s data, consider...
What, if any, value are contact centers getting from Net Promoter Score, NPS.

To NPS or Not NPS

If, by chance, you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the...
Rethinking Contact Center Metrics

Rethinking Contact Center Metrics: The Problem with Averages

While the contact center environment has evolved a great deal over the past decades, some metrics have not. Many centers focus on metrics that...
Underutilized Metrics

Underutilized Metrics

We have a great many data points at our disposal in contact centers. The best ones, though, are not necessarily those that are the...