What if the key to more sales or better customer service was a simple fix but you never knew?
By analyzing the right metrics in your contact center, you can identify the important trends that will be critical to your business’ success.
Why are Metrics Important?
At the core, data and metrics help businesses measure the success or failures of their processes as well as help communicate a business’ progress towards goals or objectives.
If you’re not collecting and analyzing metrics, you’ll miss the warning signs of issues that could result in loss of revenue and customer loyalty.
That’s why it’s important to consider what your contact center software needs are, and whether or not you will need a solution that will allow you to oversee your contact center agents and make adjustments as needed.
Important Contact Center Reporting Features
When you’re selecting a contact center software, here are a few important features you should be looking for:
The contact center software you choose should do most of the heavy lifting. Your time is better spent improving and inspiring your agents.
Which Statistics You Should Measure
There are hundreds of different call center metrics that can be measured.
It's entirely up to you which ones to choose, but they should all be based on your business goals.
Here are a few good places to start:
The important thing to keep in mind when it comes to reporting and metrics is that there is no cookie cutter solution.
What you measure needs to be specific to the needs of your company and your contact center.
As your business grows and your contact center becomes even more sophisticated, you’ll want to consider additional metrics.
Five9, along with industry experts from ICMI, have put together the 7 Contact Center Metrics Every Enterprise Should Be Measuring. Our Five9 team is ready to help answer any questions you may have.
Five9 Contact Center Software enables agents to be more effective on the phone - so they can sell more and service better. Boost your performance with real-time and historical reporting features, and easily scale your contact center based on your needs. Get peace of mind with our industry-leading 24/7 customer support. 2000+ customers agree: Contact Centers start with Five9.
Call 1-800-553-8159 for More Information