Workforce Management Metrics: Five Ways to Measure Contact Center or Salesforce Help Desk Success
Lisa Elbe, Solution Consultant Verint Monet
Dave Richards, Head of Marketplace Partnerships at Talkdesk
When you are monitoring the efficiency of your contact center or help desk with a data-driven mindset, everybody wins. Whether you are looking to take the efficiency of your contact center from bad to good or from good to great, the root of positive change starts with workforce management (WFM) metrics. With a WFM solution that integrates to your ACD and Salesforce, it is essential to know which metrics to track, how to track them, and what to do about those metrics once you have them.
There are many contact center metrics you can track, but there are five in particular that, when tracked accurately, can tell the story of maximum WFM success.
Join our webinar to unlock the five most impactful WFM metrics you should be tracking.