How do you communicate and report your contact center KPIs to your stakeholders and clients?

1 Know your audience

Different stakeholders and clients may have different expectations and interests in your contact center KPIs. For example, senior management may want to see how your contact center contributes to the overall business goals and strategy, while your clients may want to see how you meet their service level agreements and customer satisfaction targets. Therefore, you need to know your audience and tailor your communication and reporting to their needs and preferences. You can use different formats, channels, and frequencies to deliver your KPIs, such as dashboards, reports, presentations, emails, or meetings.

2 Choose the right KPIs

Not all KPIs are equally important or relevant for your contact center. You need to choose the right KPIs that align with your objectives, reflect your performance, and provide actionable insights. You can use a framework such as SMART (specific, measurable, achievable, relevant, and time-bound) to select and define your KPIs. Some of the common contact center KPIs include average handle time, first contact resolution, customer satisfaction, net promoter score, agent occupancy, and service level.

3 Visualize your data

Data visualization is a powerful way to communicate and report your contact center KPIs. It can help you present your data in a simple, attractive, and engaging way, highlight the key trends and patterns, and draw attention to the main points and messages. You can use different types of charts, graphs, tables, icons, or colors to visualize your data, depending on the type, size, and purpose of your data. For example, you can use a line chart to show the changes in your customer satisfaction over time, or a pie chart to show the distribution of your contact channels.

4 Tell a story

Data alone is not enough to communicate and report your contact center KPIs. You need to tell a story that explains the meaning, context, and implications of your data. A story can help you connect with your audience, convey your message, and persuade them to take action. You can use a narrative structure to tell your story, such as the situation, complication, resolution, and action. For example, you can describe the current situation of your contact center, identify the challenges or opportunities, propose the solutions or recommendations, and suggest the next steps or actions.

5 Seek feedback

Communication and reporting is a two-way process. You need to seek feedback from your stakeholders and clients on your contact center KPIs. Feedback can help you understand their perspectives, expectations, and satisfaction, as well as identify the gaps, strengths, and weaknesses in your performance and communication. You can use different methods to collect feedback, such as surveys, interviews, focus groups, or reviews. You can also use feedback to improve your communication and reporting, as well as your contact center operations.