contact center performanceToday’s contact centers are one of the most important components of a company’s relationship with its customers. As new channels and technologies are integrated into the contact center, customer experience leaders are beginning to change the ways they evaluate contact center performance and success.

Traditional voice- and time-centric key performance indicators (KPIs) are the primary means of performance management today, but they lack a complete picture of contact center workforce performance and the overall customer experience. As a result, companies are embracing a combination of traditional KPIs and new ones, like Net Promoter Score and Customer Effort Score, to measure success.

The Nemertes 2014-15 Enterprise Technology Benchmark shows that organizations with a defined performance management approach focus on traditional KPIs like Average Wait Time, Speed to Answer, Average Handle Time, First Contact Resolution, and Abandon Rate. Some contact center leaders also use new KPIs specifically designed to look at customer experience. In fact, twenty percent of organizations evaluate Net Promoter Score (NPS), which is a customer loyalty and satisfaction metric that measures existing loyalty between providers and consumers by asking the consumer if he or she would recommend the company, product, or service to a friend or colleague. About 11% of organizations evaluate Customer Effort Score (CES), which assesses the amount of effort that a customer had to exert in order to resolve an issue.

Both traditional KPIs and new KPIs like NPS and CES offer contact center leaders and customer experience executives valuable insight into the performance of their contact centers. However, some of these KPIs are difficult to measure because of the way channels are handled and technologies are integrated. Additionally, it is not enough for contact center leaders to evaluate individual channels using these KPIs; managers should evaluate cross-channel metrics and look at a customer’s entire journey from initial point of contact through resolution.

Want to learn more about the changing landscape of today’s contact centers and how to thrive in the new omnichannel environments? Click here to view an on-demand webinar that delves into the KPIs for successful contact center operations for today’s evolving and increasingly multichannel customer experiences.

Lisa Durant

Lisa Durant

Lisa Durant is a Research Analyst with Nemertes Research, where she conducts and analyzes primary research and develops research reports for the Contact Center and Customer Engagement and Unified Communications and Collaboration tracks.