contact center quality metrics 101

Contact Center Quality Metrics 101

Insight from our July 12, 2016 #ICMIchat

Q1:What's the purpose of your quality program? Internal compliance? Performance

management? Something else?

The Purpose of Quality Monitoring

Q2: What metrics does your contact center use to measure the quality of service that’s provided?

Quality Metrics

Q3: What challenges do you face in measuring and affecting the quality in your contact center?

Challenges of Measuring & Affecting Quality

Q4: If you record contacts, how many are scored and coached per agent per month? Does the same

person score and coach?

Scoring & Coaching Customer Interactions

Q5: Do you consistently measure quality across different contact types? Is yes, are the forms the

same or different?

Measuring Quality Across Contact Types

Q6: Do you currently (or want to in the future) use analytics to

measure the quality of contacts? What are the advantages?

The Role of Analytics in Quality Monitoring

Join us Next Time!

Check out our forum for full recaps and future questions:

http://ubm.io/1RzMpI4

Data & Analytics