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Contact center performance management: Best practices and KPIs

Austin Guanzon

Customer Support Manager - Tier 1

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Agent Coaching and Employee Experience

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Screenshot of creating a coaching call recording playlist in Dialpad app

Screenshot of Dialpad Ai Scorecard showing which part of the call an agent met the criteria

📚 Further reading:

Learn more about call center quality assurance.

Screenshot of a heatmap showing call volume patterns and average speed to answer in the Dialpad contact center

Ai Sentiment Analysis healthcare

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Screenshot of a bar graph showing service percentages over time in Dialpad

Dialpads business intelligence analytics feature

📚 Further reading:

See how Rently keeps track of their metrics and maintains impressive service levels.

Screenshot of Dialpad CSAT surveys providing key insights to improve customer experience boost loyalty and understand your

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Nps calculation

📚 Further reading:

Learn more about call center optimization.

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See how Dialpad can help your contact center's performance

Book yourself a personal walkthrough of the product or, take a self-guided interactive tour of the app!

FAQs about contact center performance management