Top KPIs for Managing Customer Service, Sales and Collections Contact Centres

A DMG Consulting report

How do you know your contact centre is firing on all cylinders and how do you maintain performance? Key performance indicators (KPIs) are critical to setting the bar for operational excellence and knowing that your team is delivering.

In their report “Top KPIs for Managing Customer Service, Sales and Collections Contact Centers,” DMG Consulting offers a close look at top KPIs and metrics you should have on your radar and how to use them to:

Create a more engaged workforce
Deliver exceptional customer experiences consistently
Maintain a cost-effective operation

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99.99%

Guaranteed
uptime

120+

Fortune 500 /
Global 2000

15 yrs

In the cloud

200+

Thousand agents

Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 10 November 2020.
Gartner, Critical Capabilities for Contact Center as a Service, Drew Kraus, Steve Blood, Pri Rathnayake, 9 November 2020.

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