Customer acquisition and retention heavily rely on the service type and quality experienced by customers. Therefore, Quality Assurance (QA) becomes a crucial practice in Contact Center businesses to meet the business metrics influenced by customer interactions.
Workforce management (WFM) for contact centers involves the strategic coordination and optimization of various resources, including personnel, technology, and processes, to ensure efficient and effective operations within a customer support environment
The metrics discussed, help get an insight into the Agents daily activities, engagements, efficiencies and gaps in better utilization towards higher operational outputs and customer satisfaction. Complementing KPI understanding with the right Visualization helps business understand more details and determine the right actionable steps to mitigate issues.
Lets discuss in-detail some of the many KPIs (Key Performance Indicators), their technical understanding, business relevance and sample visualizations.