39% of contact center leaders recognize that they struggle with identifying and measuring performance
COLORADO SPRINGS, CO — September 24, 2015 — The International Customer Management Institute (ICMI), in partnership with Five9 (NASDAQ: FIVN), has uncovered key data from the survey, Understanding Modern Contact Centre Metrics, which highlights the need for new metrics and measurement for modern contact centers to succeed in today’s industry. Findings will be available via, ICMI’s Guide to Contact Centre Metrics (First Edition), which will be available beginning October 21, onsite at the upcoming ICMI Contact Centre Demo & Conference. The event takes place October 19-21 at the Rio in Las Vegas. To learn more and to register please visit: icmi.com/Contact-Centre-Demo-Conference
The research, Understanding Modern Contact Centre Metrics, was developed after an industry wide survey of customer management professionals. The results highlight how the contact center industry has changed significantly over the last decade due to shifting business priorities and underlying technologies. As such, the need for new and effective metric systems is critical for organizations to align their strategic goals with contact center KPIs to deliver improved efficiency and customer satisfaction. ICMI and Five9 conducted the survey with the goal of providing contact center professionals with the data, benchmarks, best practices and case studies they need to implement metrics that will enable them to more effectively run their contact centers.
“New technology and the growing needs of customers have transformed the customer management industry,” says Justin Robbins, senior analyst for ICMI. “It is essential that the metrics used to measure performance as well as other aspects of contact centers recognize modernization.”
The research found that contact channels and customer expectations have evolved and a new set of metrics and benchmarks are required to effectively run the modern contact center. Key findings in support of this included:
- Research shows 39% of contact center leaders recognize that they struggle with identifying and measuring performance.
- 83% of contact centers measure their accessibility. (The degree of ease a customer has in reaching them.)
- 60% of organizations have increased their focus on contact center efficiency in the past year.
- 65% of contact centers measure their efficiency.
- Customer satisfaction is believed by the largest percentage of contact center leaders (37%) to be the best measure of agent productivity.
“We recognize that many leaders struggle with identifying and measuring performance within their contact center. We partner with enterprises to help them identify the most critical measurements they need to increase efficiency and performance that a modern contact center requires. The momentum for cloud contact center software is being driven by these needs,” said Mike Burkland, President and CEO for Five9.
ICMI’s Guide to Contact Centre Metrics (First Edition)
For a deeper dive into all findings through the research conducted my ICMI and Five9, hardcopies of the book and the eBook will be available beginning October 21 during the ICMI Contact Centre Demo & Conference. ICMI’s Senior Analyst, Justin Robbins, will also share more in-depth analysis into the research findings during the event with his keynote introduction and session (below).
- Customer Satisfaction & Efficiency by Aligning Metrics with Strategic Goals by Justin Robbins (ICMI) & Richard Dumas (Five9) – Wednesday, October 21 11:15 – 11:40 AM
In this session attendees will learn how leading organizations align their strategic goals with contact center KPIs to deliver improved efficiency and customer satisfaction.
To learn more about current industry trends and hear from top professionals in the field, register for the 2015 Contact Centre Demo & Conference, taking place October 19-21 at the Rio in Las Vegas, Nevada.
To request a media pass, please visit: icmi.com/Contact-Centre-Demo-Conference/Resources/Media-Centre.
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is a part of UBM plc (www.ubm.com), a global events-led marketing services and communications company.
Five9 is a leading provider of cloud software for the contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses secure, reliable, scalable cloud contact center software designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results. For more information visit www.five9.com.