Contact Center KPI Metrics

Track Your KPI Metrics to Improve Customer Experience

Key Performance Indicators (KPIs) are an organization’s measurable goals, typically associated to an organization’s strategy. It is critical for call center management to keep track of key metrics to ensure there is no lag in performance.

Five9 offers real-time intelligence on sales campaign performance and interaction outcomes, using which the KPI indicators can be deduced. Supervisors can set the KPI targets and benchmark the agents during customer interactions, using:

  • Customizable dashboards to track performance and ensure KPIs are at desirable levels
  • Automatic alerts when KPI targets are breached
  • Smart scorecards that drill down into KPI breaches to uncover the root cause
  • Tools to help identify successful calls and understand what works, to collect best practices

Coupled with speech analytics, call-flow analytics, and customer feedback data, supervisors can uncover new opportunities, and better develop agent proficiency. To see how Five9 KPI metrics help you balance cost containment and customer satisfaction, call us at 1-800-553-8159.  For a free quote, or to be contacted by a Five9 expert, simple click on "Get Info" now. 

Contact Center KPI Metrics

Talk to a Five9 expert or get a quote

Why Choose Five9

Industry Leadership

Monthly or annual pricing with no long-term contracts.

Reliability

Powerful, scalable, and secure cloud solutions.

Industry Leadership

Recognized by Gartner as a leader in Contact Centers.

CRM Integration

Integrate with all the leading CRM packages.

Cloud Platform

All you need is a computer, a headset, and Internet.

Five9 Agent Demo

About Five9

Five9 is a leading provider of cloud contact center software. We are driven by a passion to transform contact centers into customer engagement centers of excellence, coupled with a deep understanding of the cost and complexity involved in running a contact center. Check out this video to learn more about how we can help you transform your business today.

Industry Leading Cloud Call Center Software

Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Smart Dialers give agents more time with live prospects. Intelligent Routing gets calls to the right agent. On-Screen Caller Info puts customer information at their fingertips. And everything is automatically logged to your CRM.

Outbound Call Center: Triple Your Contacts Per Hour

Outbound call centers dial out to reach customers or prospects, and are typically used when a sales team is prospecting for new customers.  Outbound call centers may utilize autodialer and predictive dialing solutions to help maximize agent productivity by increasing the amount of connections agents can make with customers.  

Inbound Call Center: Deliver Great Customer Service

Deliver exceptional customer service using the sophisticated routing capability of the Five9 Inbound Cloud Call Center software. Next-generation systems route calls to the right agents at the right time and automatically put the customer’s information on agents’ desktops so they can resolve the issue quickly. Customers can perform routine functions through intelligent IVR with advanced voice recognition and...

CRM Integration: Built-In Integrations for Leading CRMs

Five9 provides robust pre-built integrations with leading CRM solutions — Salesforce, Oracle, Microsoft, Zendesk, NetSuite, and Velocify — so that agents have the information they need to make customers happy. Use a different web-based CRM? No problem. Five9’s Agent Desktop Toolkit offers a rich, extensive framework of...

Five9 Blog

The Five9 blog shares the latest on Five9, customer service news, digital transformation and the future of the contact center. Subscribe today to stay up to date on the latest trends impacting the customer experience and contact center industries. Learn more…

Five9 Contact Center Resources Library

Five9 resource library has rich materials for contact center managers, customer service, IT  professionals…etc. Stay updated with the technology, best practices,  or learn. Five9 resource library has a large collection of business success cases, white papers, datasheet, webinars, demo video…etc. that will meet your needs.

Call 1-800-553-8159 for More Information