Blog / Agent Performance:
Are the Pressures of Metrics Weighing You Down?

By Lynn Gayowski  /  Published on June 2, 2017

Contact centers have many key performance metrics to achieve: AHT, CSAT, FCR, NPS... it can be overwhelming! However there's another acronym that can help you get these metrics into top shape - CTI. Computer telephony integration, or CTI, helps trim precious seconds off each call and improves the customer experience to ensure your call center agents deliver peak performance.

We've put together an infographic that outlines typical time savings that CTI features like screen pop, click-to-call and automated call logging can provide.

In one example, CRM screen transfer saves an estimated 15 seconds per call and gives a warm start to transferred calls. Information captured by an agent is easily transferred to any subsequent agents so that customers never have to repeat information. Call notes and related objects go with the call, keeping customers happy and agents productive. To take a closer look at how CRM screen transfer works, check out our video.

Read our full infographic for all 6 ways that InGenius CTI can improve your contact center's metrics. Quality scores soar when your agents set the pace with knowledgeable and efficient customer service.

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About Lynn Gayowski

Lynn Gayowski is the Senior Marketing Manager for InGenius Software. With over 15 years of marketing experience, she is a results-oriented software marketer with specialties in marketing communications, digital marketing, analytics and marketing automation. Lynn’s published content includes blog posts, articles and presentations related to customer service and the contact center industry on Contact Center Pipeline, CRM Magazine, Customer Contact Central, MSDynamicsWorld and No Jitter.