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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. 

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.

smart dialer

Smart Dialer

The Five9 dialer predicts when agents will be available and optimizes automatically to have new customers on the phone ready for them. This reduces time wasted on dialing and waiting for no-answers.

on-screen caller info

On-Screen Caller Info

Screen pops show agents who they are talking to and give them the prospect history. Agents can greet a prospect by name and dive right into the call without wasting time on preliminaries.

intelligent routing

Intelligent Routing

The Five9 software routes calls to the right agent. Customers can be routed based on IVR selections, customer history, agent availability, and more. Routing can be changed at a click.

Call 1-800-553-8159 for More Information