CIOs Want KPIs/metrics from Call Tracking System

Four Sources of Check Signer Pain  SaaS IT Help Desk & Customer Service Cloud Computing



Check signers want the following basic KPIs/metrics and trends from any call tracking system:

> Can you measure First Call Resolution (FCR)? If so, what was it for last

month? What does the trend line look like?

> Can you measure customer satisfaction? If so what was your overall rating last month? What does the trend line look like?

> Are you using Service Level Agreements (SLAs)? If so, can you measure SLA compliance? What was your SLA compliance on Severity Level 1 and 2s for last month? What do the trend lines look like?

> Can you perform Root Cause Analysis? If so, what systemic changes have you made in the last 30 days to lower call volume?


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