KPI Guide for Omnichannel Contact Centers

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Contact centers are highly complex operating environments with a lot of moving parts. Executives and managers need real-time and historical key performance indicators (KPIs) and metrics to have full and timely visibility into the performance of their contact centers and employees. Supervisors and agents need metrics to understand their own performance and where improvements are needed.  The challenge is to find the right balance between information and data overload so that each constituent has the data they need to consistently deliver an outstanding experience.

In this paper, DMG Consulting presents the most useful KPIs for managing customer service, sales and collections contact centers. It’s time for contact centers to take a fresh look at what is measured, and this white paper will help you with the process.

  • List of top contact center KPIs by constituent group, standard calculation for each, and recommendations on whether each KPI should be made available in real-time, on a historical basis, or both
  • Why performance management is the best tool for measuring contact center success
  • Measuring omnichannel customer experience
  • Choosing KPIs to engage and motivate agents


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