What is a KPI?
A KPI, or key performance indicator, is a metric that contact centers use to determine if they're meeting business goals such as efficiency and delivering exceptional service. Contact centers have a multitude of possible KPIs - the challenge is picking the right ones to holistically measure the different aspects of the operation, while not creating data overload.
Typical contact center KPIs measure labor efficiency and workload management and can include:
Note that's three potential KPIs before the contact even gets to an agent. Once the agent is handling the interaction, possible KPIs include:
In addition to these very operational KPIs, many contact centers also measure the quality of the service they deliver as well as the effectiveness of their internal processes. These KPIs might include:
This is by no means a comprehensive list of all possible contact center KPIs but it illustrates the possibilities and complexities of choosing the right set of KPIs. Contact centers should pick KPIs that support business objectives and then consistently manage to KPI targets.
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact center operations and manage to its KPIs. CXone includes:
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.
