DMG Consulting

DECEMBER 11, 2017

KPIs for Managing your Contact Center . Contact centers are highly complex operating environments with a lot of moving parts and activities. In other contact centers the data is stale by the time it is received, making it essentially ineffective for helping the manager control their own destiny and performance.

Contact Center 54

Contact Center Social Media Scorecard Customer Satisfaction 54

DMG Consulting

SEPTEMBER 29, 2017

KPI Guide for Omni-Channel Contact Centers. Contact centers are highly complex operating environments with a lot of moving parts and activities. This KPI Guide for Omni-Channel Contact Centers presents and explains the most useful KPIs for managing customer service, sales and collections contact centers.

Contact Center 48

Contact Center Customer Service Sales Sales Scorecard 48

DMG Consulting

FEBRUARY 12, 2019

inbound/outbound calls, chats, emails, short message service (SMS)/text, messaging, social media, etc.) is a critical key performance indicator (KPI) for contact centers, and has been one of the most common productivity measures since call centers began decades ago. It’s a good time to take a fresh look at all your KPIs.

Scorecard 59

Scorecard Contact Center Social Media Customer Service Sales 59

Execs In The Know

FEBRUARY 16, 2023

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. Leading brands use Zenarate AI Coach to develop confident top performing agents in customer service, sales, collections, and fraud.

AI 52

AI Scorecard Contact Center Compliance 52