KPIs in customer service

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The impact of KPIs in customer service.

Did you know that KPIs are of fundamental importance in the management of your contact center? With Fidelity Connect, you will be able to analyze the critical efficiency indicators in your company and design successful strategies for your business.

What are KPIs?


KPIs or Key Performance Indicators are key performance indicators that measure the level of effectiveness of a company. They are metrics and statistics obtained from the data collection provided by the contact center. That allows you to quantify the performance, productivity, and quality of service offered to customers.

How to get the most out of KPIs?


The usefulness of KPIs is to see the degree of fulfillment of a company’s objectives in a measurable and quantifiable way. Then, compare them with the results of other periods, detect trends, and make strategic decisions that help the business grow.

For this reason, it is necessary to have a robust contact center solution that collects the data for you and facilitates the study of metrics.

Unlike other contact center solutions, Fidelity Connect omnichannel software gives you a global view of all your company’s communications, for both voice and chat communication (WhatsApp, Facebook, Twitter, SMS, Web Chat). All this in a clear, simple, and dynamic way through its wide range of interactive reports, real-time statistics, and customizable views.

What are the five main KPIs?


1- First contact resolution rate
2- Customer satisfaction level
3- Average response time
4- Duration of communication
5- Abandonment rate

If you are looking to improve your customer service through the study of KPIs, contact us.

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