Customer Service Sales, Scorecard and Social Media

What’s the best way to use contact handle time as a key performance indicator?

DMG Consulting

FEBRUARY 12, 2019

inbound/outbound calls, chats, emails, short message service (SMS)/text, messaging, social media, etc.) A balanced scorecard that measures productivity along with quality, effectiveness, customer satisfaction and reliability (for agent scorecards) provides the necessary insight.

Scorecard

Scorecard Contact Center Social Media Customer Service Sales

KPIs for Managing your Contact Center

DMG Consulting

DECEMBER 11, 2017

In an ideal world, a contact center would have a performance management system that aggregates and presents balanced performance scorecards in real time as well as on a historical basis. Different types of contact centers – customer service, sales, collections, etc. Social media post average handle time.

Contact Center

Contact Center Social Media Scorecard Customer Satisfaction

Tech Customer Success

What’s the best way to use contact handle time as a key performance indicator?

KPIs for Managing your Contact Center

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