What Contact Center KPIs Are on Your Dashboard?

A dashboard is an area of the Agent Desktop that displays abbreviated, at-a-glance metrics that help both agents and supervisors easily monitor important areas of work, such as the amount of time agents spend doing after-call work, how many inbound calls have been handled, and so on. Like a game scoreboard, a dashboard provides real-time updates of key values—in this case, selected metrics—that are helpful to agents and supervisors. Most contact centers use metrics to boost agent and team performance and increase the quality of the interactions handled.

The names of these metrics are typically abbreviated so that more can fit in a small space. Supervisors will get to know these names as they go about their day-to-day operations.

It’s possible to display any combination of these metrics. The ones that get displayed on your Agent Desktop dashboard really depend on the needs of your contact center, agents, teams, and services.

Bright Pattern, for example, offers these dashboard metrics, which offer snapshots of everything from handling time, outbound calls dialed, and inbound calls received to dispositions, calls in the queue, and team success rate.

Real-time dashboards provide a broad view of everything that affects customer service and satisfaction:

• Status: Where are the customers now—in IVR, on hold, waiting, being helped?
• Abandonment: How many interactions were abandoned or dropped?
• Dropped calls/chats: How many interactions were dropped, and why?
• What’s in the queue: How many customers are waiting to be helped?
• Service level: How many calls and interactions have been accepted and handled today?

A Contact Center Driven by Insights

KPIs provide the insights you need for improving agent engagement and elevating the customer experience. The customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful Agent Desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by downloading the e-book.

 

 

Boost Customer Experience Utilizing Service KPI Insights

Contact center Key Performance Indicator (KPIs) are used by SMB and enterprise companies to make better business decisions and improve the customer experience. Also called metrics, KPIs are the measurable values that show just how effective your business is at achieving its goals.

In our last couple blogs, we touched upon the top agent KPIs and team KPIs that your contact center should be tracking. We also covered the real-time metrics that supervisors use on a daily basis to monitor the status and productivity of their agents.

This time, we’ll check out some of the most used services metrics that show how your services are doing. A service is a specific reason for customers to initiate an interaction with a contact center, or, in the case of outbound dialing, for a contact center to initiate an interaction with a customer. In the contact center space, a service typically means the type of channel that connects the customer to the business: voice, email, chat, and so on.

Not only do supervisors monitor teams of agents, you are checking the performance of the services your contact center offers. Real-time dashboards and wallboards provide a broad view of:

• • Status: Where are the customers now—in IVR, on hold, waiting, being helped?
  • Abandonment: How many interactions were abandoned or dropped?
  • Dropped calls/chats: How many interactions were dropped, and why
  • What’s in the queue: How many customers are waiting to be helped?
  • Service level: How many calls and interactions have been accepted and handled today?

 

Keep in mind that you can track the nitty gritty of things by showing very granular metrics–if you want–and there may be dozens of service KPIs available in your contact center software.

The following are generally the most used and most basic of metrics that show where your customers are in your service offerings.

• Name – The name of the service. This may seem obvious, but it’s not when you’re monitoring three or more simultaneously.
• SLA – For voice services, SLA is the percentage of calls answered before the threshold time calculated over the most recent 20 calls. For email, it’s the percentage of emails replied to within the predefined service level threshold.
• Waiting – How many customers are waiting to be helped for the given service.
• Max Wait – The longest amount of time that the customer could wait before being helped.
• In IVR – How many customers are in the IVR for self-service.
• Queued – The number of customer interactions waiting to be connected to an agent.
• Handled – The number of customer interactions that have been handled for the service.
• Active – The active users (agents) handling interactions for the service.
• Logged in – The number of agents logged in to your contact center.
• Busy – How many agents are busy helping customers.

When you work in customer service, it’s safe to assume that people are calling, texting, emailing, and chatting with you not because they want to, but because they need to. Assume that they are already having a bad day, so do your best not to make it worse. For any service, it’s ideal to see low numbers for the metrics related to waiting and being on hold. In addition, you want to see high SLA, which shows that agents are helping customers promptly. Your goal is to help people quickly and efficiently. Don’t make your customers wait.

Service metrics provide detailed information about how your team’s customer service handling is impacting the customer. Ultimately, the quality of your services is directly related to customer satisfaction. Supervisors who see the number of customers waiting in queue rising higher than the number of logged-in, available agents to help them, can see that some adjustments need to be made as soon as possible.

A Contact Center Driven by Insights

KPIs provide the insights you need for improving agent engagement and elevating the customer experience. The customer experience hinges on empowering agents with the right training, tools, and service model. Bright Pattern’s omnichannel contact center software helps empower agents with unique tools that facilitate better conversations, boost agent performance, and deliver higher returns in customer satisfaction and agent engagement. Having a unified and powerful agent desktop that displays important KPIs helps to keep supervisors focused on teams and agents focused on customers.

You can learn more about how monitoring agent metrics can help improve agent engagement and customer service by downloading our e-book.