Performance Targets

Watch the demo below!  Setting performance targets is crucial for managing and measuring contact center performance, but fewer than 50% of contact centers have assigned performance targets for their KPIs. Using current industry benchmarks for cost per contact, customer satisfaction, contacts per agent per month, FCR, agent job satisfaction, average speed of answer, and the balanced score, this instantly downloadable calculator will automatically determine a unique set of performance targets designed specifically for your contact center! Anyone working in the contact center looking to get a handle on what their performance targets should be is encouraged to use this tool.  Selecting ‘Yes’ from the drop down menu will add a one-hour screen-sharing training session with a MetricNet subject matter expert. During this one hour training session, we will walk you through populating the Performance Targets Calculator and provide expert guidance on how you can leverage the tool to close any negative performance gaps!