IntraManager blog

Visualizing KPIs: How to Use Dashboards to Drive Success in Your Contact Center

We’ll take you through how dashboards can revolutionize your contact center and turn your KPIs into more than just numbers on a report.

Written by

Mathilde

Categories
Technology | Dashboard | IntraManager Board
Published
05/02/2025

Imagine running a contact center where you can see what’s happening in real time – how many calls are waiting, which agents are topping the leaderboard, and how customer satisfaction is evolving.

Sounds like a dream? It’s actually possible.

Follow along.

Why are dashboards important in contact centers?

Contact centers generate massive amounts of data every day. From the number of answered calls to customer satisfaction and agent performance – there’s a wealth of insights waiting to be uncovered.

But let’s be honest: if you’re only looking at your KPIs in an Excel sheet once a month, you’re acting too late.

Dashboards provide real-time data, allowing you to respond when it truly matters.

Real-time data enables faster decision-making

With a dashboard from IntraManager, you get real-time access to updated KPIs, enabling you to react immediately when response times suddenly increase or customer satisfaction drops.

It’s like having a GPS for your contact center, guiding you in the right direction and alerting you when a detour is needed.

Increased motivation through transparency

When agents can see their own and their team’s KPIs in a dashboard, it fosters a sense of ownership and accountability.

It can also be used to encourage competition and engagement by implementing gamification elements such as leaderboards.

With IntraManager, you can even customize your dashboards with different themes to match your company’s style.

Improved reporting and planning

Imagine being able to predict when your contact center will be busiest and adjusting staffing accordingly.

With a dashboard, you can analyze trends over time, optimize shift scheduling, and ensure you never lack agents during critical periods.

Learn how IntraManager Work can help you achieve this.

The most important KPIs to track in a contact center

To get the most out of your dashboards, it’s crucial to know which KPIs matter the most.

Here are some of the most valuable KPIs for contact centers:

Average Speed of Answer (ASA)

How quickly are customer calls answered? A low response time is key to a great customer experience.

First Call Resolution (FCR)

How many customer inquiries are resolved on the first contact? A high FCR reduces follow-up calls and increases efficiency.

Customer Satisfaction Score (CSAT)

How satisfied are customers after their interaction with your contact center? This is typically measured via customer surveys.

Net Promoter Score (NPS)

How likely are customers to recommend your business? A high NPS indicates strong customer loyalty.

Agent Performance Metrics

Calls handled per agent, average handling time (AHT), and resolution rates provide insights into agent efficiency.

Number of Missed Calls

If too many calls go unanswered, it may indicate a need for better staffing or workflow optimization.

How to use dashboards effectively

Having a dashboard is one thing – using it effectively is another.

Here are three tips to get the most out of your dashboards:

  1. Customize dashboards for different roles
    • Managers need high-level trends and strategic insights.
    • Team leaders need daily performance metrics.
    • Agents need real-time feedback on their individual KPIs.
  2. Make your dashboard intuitive and clear
    • Use color-coded graphs and visual indicators to make data easy to interpret.
    • Prioritize the most important KPIs at the top so they’re always visible.
  3. Combine dashboards with gamification

What now?

Dashboards are an essential tool for modern contact centers aiming to be data-driven, improve customer satisfaction, and boost agent engagement.

By tracking the right KPIs, presenting data in an accessible way, and using gamification, you can ensure that your contact center operates smarter and more efficiently.

Want to see how IntraManager can help you get the best dashboards for your contact center?

Book a demo today and experience how KPI visualization can take your performance to the next level.

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