Video: Agent Performance Tracking and the Best Metrics

In this video, CallMiner’s Risa Eldridge explores what makes the best metrics for agent performance tracking.

The Best Metrics for Agent Performance Tracking

I think the best metrics for agent performance tracking are the ones that you can demonstrate how they benefit both the company and the customer.

We see a lot of times where we measure metrics just for the sake of measuring them, which is helpful because that’s how you learn what really affects the needle that you’re trying to move.

But in reality, we want to make sure that we’re making our agents perform to the ones that really drive the most benefit for the business and for the customer. So we find that they’re the ones that you can measure fairly.

You can show how they apply to the overall business goals, and you can be consistent about them across the teams. Right, you want to make sure that you’re measuring everyone, and not allowing some folks to do things that you’re not permitting other groups to do.

I think we’re at a point now where we can measure a lot of things. There’s sometimes a tendency to maybe look at too many metrics.

And what we want to do is, you know, make sure that we look at the ones that matter as there are only so many things that we can really focus on.

With thanks to Risa Eldridge at CallMiner for contributing to this video.

If you are looking for more great insights from the experts, check out these videos next:

• Making Customer Journey Mapping Come Alive
• Using ChatGPT in Customer Service
• Getting Started With Using Unstructured VoC Data
• How ChatGPT Will Change the Agent Role and CX

Author: Risa Eldridge
Reviewed by: Robyn Coppell