Contact Center Key Performance Indicators (KPIs) are used by companies of all sizes to make the best business decisions to improve contact center services and enhance the customer experience. Also called real time metrics, KPIs are measurable values that show how efficient your company is in achieving its goals.
BeInContact has various dashboards and wallboards in real time, giving supervisors a broad view of the status of agents, call response times and how services are delivered. Thanks to the measurement of these metrics, it is possible to obtain a quick overview of the performance of the agents in terms of managing the interaction within the pre-established SLAs.
BeInContact has numerous “Out of the box” reports that respond to the needs of companies of any size to extract service metrics on which to analyze performance and base the future strategy. Reports can be consulted through a simple Web interface, exported in csv, txt, pdf or excel formats for post-production analysis, but can also be delivered automatically with scheduled sending by email or FTP / SFTP Transfer.
BeInContact also allows you to configure and customize the layout, data aggregation and content of the reports already available, in order to meet all the specific needs of each business and sector through Custom Reporting.
Thanks to the native features and flexibility of BeInContact in integration with third-party systems, it is possible to transmit all the data relating to the interactions managed directly within your CRM, in order to have all the information regarding customer contacts available and related requests for assistance in a single database.
Therefore, at the end of each interaction on each configured contact channel, BeInContact is able to pass the parameters of the interaction directly within CRM objects, such as, for example, duration of the interaction, type, channel, results, times queue and waiting, IVR choices and much more: thus exploiting the enterprise capabilities of the CRMs to which BeInContact is natively integrated, it will be possible for supervisors and team leaders to find service metrics directly from the CRM dashboards, giving qualitative value to a historically quantitative data series.
With BeInContact’s Real Time monitoring tools it is possible to carry out proactive monitoring of managed and ongoing interactions, in order to optimize management, provide the right support tools, and plan staff training to achieve better and better results. Since the interaction with your customers today is faster and in continuous transformation, the quality control of call centers in the provision of services always requires new approaches and methodologies for measuring performance. For this reason, BeInContact provides various tools for monitoring your omnichannel Contact Center, capable of measuring KPIs and SLAs on all configurable contact channels. In the era of Digital Customer Care, we provide you with a powerful monitoring service for all the features offered: you will be able to analyze operator data, monitor queues, schedule report delivery, customize parameters and much more.
Thanks to the BeInContact Wallboard Builder application, it is possible to view, in a graphic and dynamic form, the peculiar metrics of the supervisors, accessible through Agent Desktop. The supervision of the contact center uses applications that can monitor queues, services and operators thanks to panels, dashboards and widgets available within the Wallboard interface. The service metrics are the same as those displayed in detail by the supervisors but here they take on the graphic appearance of widgets, with the possibility of creating alarms, gauges, graphs and much more. The Wallboard display within the Contact center departments, therefore, allows not only the area manager, but also and above all the agents, to always have under control the service SLAs offered, also allowing the planning of activities or breaks.
Are you having difficulty balancing costs and improving the customer experience in your Contact Center? Find out how our solutions can help you and choose the one that best suits your company. Send us a message, we will contact you to find the day and time that best suits your availability.