UTOPY Key Performance Indicator Solutions
You can't manage what you don't measure. It is an old management adage that is particularly relevant in today’s contact centers. Unless you measure something you don't know if it is getting better or worse. You can't manage for improvement if you don't measure to see what is getting better and what isn't. Key Performance Indicators (also known as KPI) help an organization define and measure progress toward its goals.
Precise and Comprehensive Measurement of Key Performance Indicators
How you measure is as important as what you measure. Most traditional methods of measuring contact center Key Performance Indicators do so by measuring just a small sample of calls (usually using subjective methods), and then extrapolate the KPI values based on this small sample. For example, call monitoring is probably the most common method of measuring Key Performance Indicators on calls, but manual call monitoring typically measures less than one percent of the total calls. UTOPY's packaged KPI solutions measure contact center Key Performance Indicators on all calls accurately and completely, without bias and in near real-time.
UTOPY Discovers KPI Drivers
The analytics within UTOPY's packaged Key Performance Indicator solutions discover the root causes of performance levels. Then, the best practice dashboards, scorecards, alerts, reports and analytics within each solution inform the organization of those root causes and predict future performance.
UTOPY Recommends and Facilitates Resolutions
The dashboards, alerts and reports included with UTOPY's packaged KPI solutions then recommend concrete actions that can be taken to improve performance and facilitate the required workflow, enabling such resolutions to be easily executed.
UTOPY Delivers Packaged Solutions to Optimize Contact Center Performance
UTOPY’s Key Performance Indicator Solutions Include:
"UTOPY is leading a new charge in Performance Management through its turnkey, closed-loop, KPI-driven solution of "insight-recommendation-impact" that has already seen significant KPI improvements in live deployments."
