Can I collect all key performance indicators (KPI) from different systems in Brilliant Navigator?

Besides the quality measurements collected via the customer surveys, the KPI module enables efficiency measurements (e.g. average talk time, queueing time, sales etc.) to be collected from other data sources and systems linked to your customer meetings.

Collecting these provides an overall picture of how effective your operation is at creating a good customer experience. Moreover, the operation obtains insights surrounding the connection and influence between different types of key performance indicators at employee level. Examples of insights can be if a longer average conversation time delivers a better customer experience, or how long a customer is prepared to wait in a telephone queue before it actually affects customer satisfaction.

It is important to follow up both quality- and efficiency measurements, as a customer contact ultimately represents a cost for the company. An efficiency measurement is therefore an important success factor in enabling planning, staffing and coaching of employees in the key performance indicators that have the greatest effect, both on profitability and the customer experience.