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Contact Center Analytics

Customer service metrics for steady business growth

Get a 360° view of your contact center performance and customer service metrics

Contact center KPIs

Measure the effectiveness of your customer service automation

From response times to customer sentiment, track any contact center KPI easily. Traditional metrics like CSAT, resolution scores, or response times can easily be appended with advanced AI-generated metrics like sentiment or topic distribution.

Contact center goal tracking

Track your goals easily with contact center performance reports

Contact center performance reports give you a snapshot of how your team is doing. You can see which agents are meeting their goals and how they’re doing it. You can also identify areas where your team needs improvement.

Monitor agent performance
Identify coaching and training opportunities
Improve your contact center’s performance
Boost customer satisfaction

Visual customer service analytics

Build a data-driven contact center

Collect all customer service analytics data and use it to identify trends and issues, improve processes, and measure success. Activechat helps you transform data into actionable insights that can be used to improve your customer service efficiency, customer satisfaction, and agent performance.

Customer service reporting

Focus on what matters most with our customized reports

Whether you’re looking for a standard report or a more in-depth analysis, we will work with you to keep your business on track. Create detailed dashboards which track business-specific metrics essential for growing your company.

Frequently Asked Questions

What are the traditional customer service KPIs?

There are a few key customer service and contact center KPIs that are important to track:

First Contact Resolution (FCR) Rate: This measures the percentage of customer service requests that are resolved on the first interaction. A high FCR rate indicates that customers are able to get their issues resolved quickly and efficiently.
Average Resolution Time: This measures the average amount of time it takes to resolve a customer service request. A shorter average resolution time indicates that customers are not waiting long to get their issues resolved.
Average Handle Time (AHT): This measures the average amount of time it takes to handle a customer service request from start to finish. A shorter AHT indicates that customer service agents are able to efficiently handle requests.
Customer Satisfaction (CSAT) Score: This measures the percentage of customers who are satisfied with the customer service they received. A high CSAT score indicates that customers are happy with the service they received.
Net Promoter Score (NPS): This measures the percentage of customers who would recommend the company to others. A high NPS indicates that customers are happy with their experience and are likely to recommend the company to others.

What does contact center analytics software do?

Running reports through contact center analytics software regularly helps customer service teams stay on top of their unique goals and objectives. By tracking the most important aspects of their contact center they can identify weak spots that need to be improved. Data provides key information for improving efficiency and productivity.

Activechat contact center automation platform offers a customizable view of where a contact center stands, making it easy to monitor information like where most customer issues are coming from, which clients are the most profitable, and how efficiently your support team is completing tasks. Contact centers can set new goals as often as they like and monitor how well they’re progressing, making it easy to stay accountable.

How does AI technology affect contact center KPIs?

AI is changing the way contact centers operate by automating tasks, providing real–time insights, and improving the customer experience. It can substantially improve basic customer service metrics like CSAT or FRT, and at the same time, it introduces new metrics to help you understand your customers better.

Some of these advanced metrics include:

Customer sentiment score: A quantitative measurement of how customers feel (anger, happiness, frustration, etc.) about their interactions with your company.
Engagement score: A quantitative measurement of how engaged customers are with your brand.
Customer profile score: A quantitative measurement of how well your brand understands and serves each customer segment.

AI is the wave of the future, and it’s coming to the contact center industry. The sooner you invest in AI, the sooner you can start preparing your company for the future of customer service. To learn more about AI and its impact on the contact center industry, schedule a personalized Activechat demo today!

What do I need to start using customer service reporting software?

Without data, you can’t truly follow your customer service team’s progress. Real numbers and figures take the guesswork out of expanding your business and show you how well you’re doing from a 360 degree angle. From how productive your staff is, to how happy your customers are compared to what your objectives are, you can reach your unique goals where it counts most.

Making improvements in your contact center performance with the help of contact center analytics software is as easy as signing up for a free demo for Activechat.

Customer service teams love Activechat

Jorge Edel A.

CEO, Veeme Media

“Since we installed it, the response rate has been amazing. Having a way to automate my customer service was one of the best decisions ever made. With Activechat, we answer most requests instantly.”

Tanzir R.

Product Designer

“We used it for the WooCommerce shop. The bot automatically pulled all the data from the store, and users could place orders via chat on Facebook Messenger. Activechat had a prebuilt template, so all I had to do was replace the default names with my store name. Setup took a couple of minutes. Fastest way to build a bot.”

Harish M.

CEO, E-Learning

“The architecture of using skills is amazing as it saves us a lot of time. After a tiny bit of learning, it becomes a perfect tool which you cannot look beyond. The support is fantastic as they are ready to listen to us and take necessary action to meet our needs.”