KPI Guide for Omni-Channel Contact Centers

By Donna Fluss


Contact centers are highly complex operating environments with a lot of moving parts and activities. Executives and managers need real-time and historical key performance indicators (KPIs) and metrics to have full and timely visibility into the performance of their contact centers and employees. Supervisors and agents need metrics so they know how they are performing their jobs and what they need to improve. The challenge is to find the right balance between information and data overload so that each constituent has the data they need to consistently deliver an outstanding experience. This KPI Guide for Omni-Channel Contact Centers presents and explains the most useful KPIs for managing customer service, sales and collections contact centers. It’s time for contact centers to take a fresh look at what is measured, and this white paper will help you with the process.

To continue reading, download the PDF by registering below:

Please complete the registration form below and press the download button to access the document you requested.

This whitepaper is currently unavailable.

Please contact us to request it.

whitepaper cover
Have a question about this whitepaper?