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Use a Conversational Intelligence Tool Some KPIs, like averagehandletime and first call resolution, are easy to measure with numbers alone. High first-call resolution scores are great, but not if the resolution left most customers angry. But numbers arent enough to paint a full picture.
Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their averagehandletimes.
Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like callrecording , quality monitoring , coaching , and gamification.
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