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What’s the best way to use contact handle time as a key performance indicator?

DMG Consulting

A balanced scorecard that measures productivity along with quality, effectiveness, customer satisfaction and reliability (for agent scorecards) provides the necessary insight. The most effective balanced scorecards also identify trends by comparing performance day-to-day, week-to-week, etc.,

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Your Guide to Simulation Training

Execs In The Know

And contact center and training leaders can also certify agent readiness to engage with live customers and prospects through their Simulation Scorecard and Immersion Call Listening. Agents use their newfound confidence and proficiency to deliver consistently superior customer and prospect experiences while hitting your KPIs.

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KPIs for Managing your Contact Center

DMG Consulting

In an ideal world, a contact center would have a performance management system that aggregates and presents balanced performance scorecards in real time as well as on a historical basis. Different types of contact centers – customer service, sales, collections, etc.

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KPI Guide for Omni-Channel Contact Centers

DMG Consulting

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.