Half of Contact Centres Have Implemented Real-Time KPIs

The vast majority of contact centres either have real-time KPIs in place, or are looking to add them soon.

Poll – Do you provide real-time KPIs to agents/advisors today? – answers

Yes – We have this today – 50%
Yes – But we want to remove it – 0%
We will be looking for this soon – 47%
No – We don’t see the value – 3%

Source: Call Centre Helper Webinar: Latest Trends in Performance Management and Quality     Sample size – 88     Date: May 2015