Which key factors should be monitored to assess contact center effectiveness?

The selected answer is appropriate because agent satisfaction scores and customer feedback are critical measures of a contact center’s overall effectiveness. Agent satisfaction scores indicate how content and motivated the agents are within their work environment, which can directly influence their performance and interaction with customers. When agents feel supported and satisfied, they are more likely to engage positively with customers, leading to higher quality service.

Customer feedback is equally vital as it provides direct insights into customer experiences and perceptions regarding the service provided. High levels of customer satisfaction often correlate with efficient service, effective problem resolution, and a positive interaction, which reflects on the contact center’s performance. Monitoring these two aspects helps in identifying areas for improvement and ensuring that both agents and customers have a positive experience.

In contrast, while handling time per case and resolution rate are important, they focus more on operational efficiency rather than the satisfaction of the agents or customers. Mobile access usage may provide insights into technology adoption but does not directly measure the center’s effectiveness. Similarly, case escalation rates and resolution times can indicate certain operational metrics but do not capture the emotional and experiential feedback necessary for a holistic view of effectiveness in service delivery.