The customer experience is one of those areas that cannot be skimped on. According to Salesforce, 80 percent of customers say the experience the company provides is just as or more important than the product or service they receive.
Why KPIs Are Essential for Business
Let’s set the stage before jumping in. KPIs, or Key Performance Indicators, are various important metrics a company needs to track over time to see how it is performing. Some examples include customer retention percentages, sales numbers for new business segments, customer service average handle time, or first-call resolution numbers. The idea is to have quantitative goals tracked over time.
Think of KPIs as a defined heading for an aircraft; a degree off at the start of a flight will put you miles away from the destination at the end of the trip.
Take advantage of the available data to course-correct when needed. Only some businesses will have the same KPIs, so make sure enough data is pulled, analyzed, and matched against specific company objections before setting a course.
How to Define Your Contact Center KPIs
KPIs are business-specific, but in general, hold times, the average time to pick up a call, first-call resolution, number of interactions, and many other possible stats are used to tell a story. Forbes has defined a key list of contact center metrics to watch out for in 2024.
The story could be client-specific: how often are they interacting over a 30-day period, and what is their issue? Or it could be agent-specific: compare total interactions per week for each agent and determine what percentage of those interactions are for clients assigned to them.
The most important thing about data is having the correct context for each data point. You need to define all aspects of that data point, so you are not mixing data that seem similar but originate from different areas of the business, inadvertently skewing the facts.
Choose the Right KPIs Important to Your Organization
As prevalent as self-service options are, according to Zendesk, calls to business contact centers increased by 24 percent in 2023. This means the KPIs you focus on are as crucial as ever. You should ensure that the KPIs you choose are given time to collect data. At least a year is a good amount of time to ensure the focus is there and progress is being made. Department or team leadership will have shorter “check-in” windows to correct course if needed.
Benefits of Connecting KPIs to CCaaS Solutions
Time is our most valuable resource, and the same can be said about data. With easy access to data within a CCaaS solutions, connecting KPIs couldn’t be easier. You can have immediate access to where agents or teams land at any given moment on any given day. Use this power wisely, though. Time is still needed to enact lasting change and see improvement. Rome wasn’t built in a day.
Real-Time Monitoring and Reporting
By connecting your KPIs with your CCaaS solutions, you will be in heaven, having access to real-time, actionable data. Using your KPIs as a guide, you can build easy-to-access reports for all to use within your CCaaS solution. A structured system is created when the same standards are measured.
Performance Tracking
KPIs aren’t just about company goals; they are equally important for individual development. Most commonly used in promotions, KPIs clearly define how agents are measured and are easily tracked by agents and supervisors. Providing access to the data within your CCaaS solution will allow for personal accountability while completing their daily work.
Better Decision Making
Consistency is the name of the game. Whether the data is tied to tenure or a specific area of business, as long as you use what you see and equally apply the results, you can make the best decisions for employees and the company. Clear and actionable improvements based on KPI-driven insights—talk about a dynamic duo.
Integrate Your KPIs into CCaaS Solutions
Creating KPIs is one thing, but integrating those with your CCaaS is when the magic happens. The robust CCaaS solution from Axxess Networks has over 300+ integrations, so connecting your KPIs couldn’t be simpler.
- Create KPIs either in the CCaaS directly or integrate using API
- Build standard reports for different segments of users, agents, teams, and supervisors to access and track
- Create dashboards with essential KPI info “at a glance”
- Monitor and course correct when needed
Increase Visibility and Show Improvement of KPIs with the CCaaS Solutions from Axxess Networks
A business will only survive with safeguards and data to track. Progress towards a common goal shouldn’t be difficult to find or hidden behind a curtain like the Wizard of Oz. Integrating those goals into your CCaaS solution can change the perception of KPIs and make them positive. Learn more about how Axxess Networks can take your business to the next level. Contact us today!
