5 New Contact Center Metrics for 2017

Call Center

5 New Contact Center Metrics for 2017We live in a world filled with numbers. From our personal lives to our professional habitats, metrics always tend to find their way in. Our understanding of which metrics are the most relevant, and the most up-to-date, is where we typically stumble.

It’s no different in the contact center space, in fact, it’s amplified. This world lives by benchmarks and call center professionals are always seeking to find the latest numbers to follow.

In light of our recent whitepaper, Top Contact Center Trends in 2020, here are the top 5 metrics to watch for in 2017.

1. Omni-Channel Communications:

Only 36% of contact centers can track a customer journey that spans multiple channels, and only 17% can locate problem hotspots that impact the customer experience.

2. Telephone Support:

ContactBabel surveyed 221 contact center managers and found that, 63% of the time, they believe the telephone is still the best method of communication for complaints. Although digital channels are growing in popularity, the phone still handles 57.7% of interactions.

3. Big Data:

Analytics, once beneficial for gaining insight into customers, is now equally useful for understanding agent performance, with 7 out of 10 managers agreeing that it has increased productivity and the customer experience.

4. Cloud-Based Call Center:

If you’ve been holding off on moving to a cloud solution due to security issues, then it’s important to know that nearly 72% of contact center leaders found that cloud / hosted solutions have actually mitigated security and compliance risks. In the next year, on-premise IT solutions are actually set to drop from 60.1% to 23.1% as cloud gains popularity.

5. Call Center Security:

89% of consumers say it’s vital for them to know that their personal information is secure. Therefore, measures must be taken to ensure that data breaches simply do not happen. Businesses agree, with 94% placing emphasis on the importance of data privacy.


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