As we head into 2020, data is becoming more crucial for successfully running a call center than ever.
In the past, the efficiency of a call center hinged on management’s ability to identify flaws in their processes and opportunities to improve the running of the center.
In the coming year, we expect to see AI take on more of these responsibilities in the contact center: Handling routine tasks, routing inquiries to the best place, and suggesting areas for improvement.
But, which areas are we to measure?
It is becoming increasingly clear that benchmarking is essential for contact centers. Although measuring and understanding metrics is a major challenge for call center managers, many benefit from looking at industry standards and benchmarks to help track their success.
One of the most critical tasks of a contact center manager is prioritizing the metrics that will be monitored. As the old saying goes, “you can’t manage what you don’t measure”. What makes this task so daunting is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Scores, Abandon Rate, First Call Resolution, Time Till Resolution, Average Speed to Answer, Occupancy Rate, Net Promoter Score… the list goes on and on.
