Key Performance Indicators – Keeping Score In the Contact Center

Contact Centre OMNINGAGE -Key Performance Indicator - Reporting for Amazon Connect

Key Performance Indicators (KPIs) and contact centres go together like fish and chips. When contact centre platforms were developed, agents’ performance started being measured by technologies, such as reporting, BI and analytics, that generates a blizzard of statistics. With this KPI data, contact centre managers can track almost every aspect of an agent’s working life […]