Tag Archives | KPIs
Top KPIs for Managing Customer Service, Sales and Collections Contact Centers (whitepaper)
Contact Center KPIs: Less is More
By Chris Detmer on October 25, 2017 in Agent Management, Customer Experience Management, Key Performance Indicators (KPIs), Management [Contact Center], Omni-Channel Contact Center, Performance Management [Contact Center], Posts
KPI Guide for Omni-Channel Contact Centers (whitepaper)
By Chris Detmer on September 29, 2017 in Agent Management, Customer Experience Management, Key Performance Indicators (KPIs), Management [Contact Center], Omni-Channel Contact Center, Performance Management [Contact Center], Whitepapers
FCR in an Omni-Channel World (whitepaper)
By Harold Fluss on April 10, 2017 in Customer Journey, First Call Resolution, Performance Management [Contact Center], Strategy [Contact Center], Whitepapers
Cut through copious contact center data with contact center KPIs
By DMG Consulting on April 3, 2012 in Contact Center, Key Performance Indicators (KPIs), Publications
Cut through copious contact center data with contact center KPIs
New Rules for Managing Cloud-Based Contact Centers
New Rules for Managing Cloud-Based Contact Centers
First-Call Resolution Drives Contact Center Improvements
By DMG Consulting on February 4, 2008 in Contact Center, First Call Resolution, Management [Contact Center], Performance Management [Contact Center], Publications
First-Call Resolution Drives Contact Center Improvements
FCR Improves Contact Center Performance
By DMG Consulting on December 26, 2007 in Contact Center, First Call Resolution, Management [Contact Center], Performance Management [Contact Center], Publications
FCR Improves Contact Center Performance