Tag: KPIs

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....

No customer ever picked up the phone, dialed up a company and said, “Boy, I hope that they’re not able to help me today,...

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...

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...

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...

Most organizations take an inside-out approach when it comes to customer management strategies. They measure performance and base decisions largely on internal benchmarks and...

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...

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

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

Any contact received from a customer comes with a set of expectations, and one of those is that the issue will be completely resolved...

Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the...

Identifying the barriers that lead to a poor customer experience (and increased traffic to the call center) requires an enterprisewide review of customer touchpoints...