KPIs - Your Secret to Successfully Serving Your Prospects CCaaS While the topic of KPIs can be quite dry on its own, the fact of the matter is that key performance indicators are extremely important. Not only do they provide measurable financial justification for a CCaaS solution through an ROI analysis, but they also present opportunities for Trusted Advisors to discuss the art of what exactly is possible. When analyzing a prospect’s KPIs, think about the capabilities modern CCaaS solutions bring and ask the “what if” questions to generate ideas. “What if you had the ability to shave 30 seconds off your live agent phone calls by gathering basic information upfront via voice or chatbot while the customer is on hold?” “What if you could proactively offer a coupon via a well-timed chatbot to an eCommerce prospect who has had an expensive item in their shopping cart for 30 minutes?” The KPIs may seem like a minor detail, but oftentimes, the solution is in the details. You just need to dig deeper and ask the right questions to find it. GOAVANT.NET