Gamechangers
Steven Michael Bederman
Disruptive Content Creator. President at NobelBiz. Author. Titan 100 Colorado
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Part of digital transformation is measuring the key performance indicators (KPI) for your contact center. Contact center management and the executives in the organization need to know how well the contact center is performing.
One of the problems is that they may not be able to compare their operations to other contact centers.
One of the interesting values of cloud-based services for contact centers is that a cloud provider can look at a large number of calls across multiple customers’ contact centers.
Contact center reporting is an integral component of modern customer service strategy, acting as the foundation upon which companies can measure, understand, and enhance their interactions with customers.
At its core, contact center reporting is the systematic process of capturing, analyzing, and leveraging data from every customer interaction across various channels.
This includes calls, emails, live chat, and social media.
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In the upcoming episode, Steve is peeling back the layers of the realities we face in this digital age.
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It's a world brimming with potential yet fraught with uncertainties that can't be ignored.
In the fast-evolving world of customer service, call centers stand at the forefront of technological advancement and operational efficiency. The relentless pace of digital transformation is reshaping every aspect of these critical customer interaction hubs, with technology playing a pivotal role in streamlining processes and enhancing customer experience.
At the heart of this transformation is workforce management, a strategic approach designed to optimize the productivity and effectiveness of customer service representatives.
In this guide, we will explore 7 of the most effective key performance indicators for customer service campaigns and how they can be used to increase the overall satisfaction of your clients and agents alike.
Making use of these KPIs will:
1. Build a solid brand with your existing clients
2. Get new clients interested in your business
3. Increase the satisfaction of both your clients and your agents.
Get actionable bite-size information about what KPIs to track for better overall inbound performance!
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