KPIs
BY AMBER SAHDEV
ILLUSTRATION PROVIDED BY ADOBE STOCK
RUN YOUR CONTACT CENTER LIKE A STARTUP HERE’ S HOW WITH VOICE AI ADOPTION.
I
recently spoke with the head of a contact center at a very large company that’ s been around since before mobile phones. When I asked what his key performance indicators( KPIs) for the year were, the answer was a roundabout“ none.” This executive didn’ t track any metric consistently on his contact center spend. A quick scan of online reviews of his company made me believe him.
Being unorganized breaks when scale and complexity rise or when the operations go through a platform shift. And we’ re in the middle of just that.
44 CONTACT CENTER PIPELINE
VOICE AI: THE PLATFORM SHIFT
Voice AI is triggering an enormous operating model change inside both existing and new contact centers alike:
• Established teams are redesigning workflows.
• In some organizations, new stakeholders are now accountable for customer conversations( Product, Engineering, Ops, Finance).
• Day-to-day decisions are happening faster and at higher volume.
PICK ONE KPI YOU’ D BET YOUR JOB ON. DON ' T WORRY, YOU CAN CHANGE IT AS YOUR PRIORITIES SHIFT. BUT YOU NEED FOCUS NOW.