Are Your Contact Center Performance Targets on Target?
Despite all the data that contact center managers have at their fingertips, many fail to establish realistic performance targets. In fact, fewer than 50% of contact centers have assigned performance targets for their KPIs yet setting performance targets is crucial for managing and measuring contact center performance! Moreover, the most effective way to establish performance targets is through industry benchmarks.
Using MetricNet’s proprietary Excel based Performance Targets Calculator and industry benchmarks for First Contact Resolution Rate, Cost per Contact/Ticket, Customer Satisfaction and Service Levels, Jeff Rumburg will illustrate how all contact center managers can easily establish realistic performance targets for the contact center!
Additionally, Jeff will share a case study from one of the largest retail banks in the world on how performance targets transformed both the culture and performance of their contact center.
