Six Metrics With Matter For Measuring Contact Center Agents

Choosing the right metrics for your contact center starts with focusing on agent controllable work. Your agents can listen to your customers intently to meet their needs and lower handle times. But they can’t impact other important pieces of their experience, like how many of their peers showed up to their shifts to meet service levels. So when you measure a set of KPIs, be sure your agents (when coached well and often) can actually impact those metrics. Here are six agent controllable metrics to consider:
First Call Resolution (FCR)
Transfer Rate
Average Handle Time
Average Agent Hold Time
Customer Effort Score
Agent Retention Rate
Full article: https://www.icmi.com/resources/2020/six-metrics-for-contact-center-agents
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