Member Resources

Enjoy a trusted place where you can easily find solutions, explore the full Forum archive


Digital: KPIs & resourcing for messaging and social media

Published on 27 April 2019

Digital: KPIs & resourcing for messaging and social media

KPIs underpin our goals, from a customer, strategy and performance perspective, so we can track how effective we are in achieving our objectives. Moreover, KPIs help us define our resource requirements and may be very different for digital channels from telephony.

Resolution vs deflection is a key metric for any new channel. Is it just another door into the service centre or are we resolving issues at the first point of contact? Other metrics will reflect our service goals for that channel. With web chat, if you manage the flow of messages according to available agents, then you have a fixed resource budget and want to make the best use of it. Measure exposure to the chat button (eg on 95% of website visits). Others will focus on how responsive we are when web chat is offered. Set service levels (eg 80% in 20 secs or 20 secs avg response) like with the phone; you can then resource using Erlang C. Either way concurrency is a key metric. Can agents handle 2 or 3 chats at the same time? Don’t target agents on this, let them choose if they can handle another chat, but it’s key for planning. Slow responsiveness kills this channel from a customer experience perspective, so correlate customer feedback with concurrency and availability if you want to test this empirically. Read the full article.

First Published in the 2019 Best Practice Guide

Comments (0)Number of views (17)

Author: Leanne McNamee

Categories: Library, Planning & Resourcing

Tags:

Print
About us

As an independent association established since 2000, we offer a trusted space for professionals in contact centre, field service, back office or retail operation. Benchmark against the best in class and learn from innovators and pioneers.

Learning Academy

On-demand modules

We have a wide range of virtual modules that you can view at your own pace.

Covid-19 Series

You have a community of support at The Forum. See the series of free webinars to help you through this unusual situation.

Conferences

Customer Strategy & Planning 2020
28th Sept - 9th Oct, Virtually
Learn first-hand from practitioners and business leaders who are delivering successful change.

National Conferences 2019
Catch up on the highlights
Annual conferences dedicated to the needs of their communities.

Get in touch
The Forum,
67 Europa Business Park,
Birdhall Lane,
Stockport, SK3 0XA

Copyright © 2020 - All Rights Reserved - theforum.social