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

In addition to the quality metrics collected through customer surveys, the productivity module allows you to gather various efficiency metrics, such as:

• Average call time

• Queue time

• Sales

…from other data sources and systems linked to your customer interactions.

By combining these data types, you get a complete picture of how effectively your organization delivers a great customer experience. You also gain valuable insights into the relationships between different metrics at the employee level, for example:

• Whether longer call times lead to a better customer experience

• How long a customer can wait in a phone queue before satisfaction is negatively affected

It is important to track both quality metrics and efficiency metrics, as every customer interaction carries a cost for the company. Efficiency metrics are therefore a key success factor to:

• Plan resources effectively

• Staff at the right level

• Coach employees based on the metrics that have the greatest impact – both on profitability and customer experience