How to Select and Measure the Right KPIs for Your Contact Center
Although many contact center managers will argue there are certain KPIs every contact center should consider measuring, because each contact center operates differently, the KPIs most important to each business are often unique. How do you know which KPIs are vital to the fitness of your contact center? 6 steps to selecting the right KPIs… Read more →
Is Your Contact Center Measuring the Right KPIs?
Before your organization can begin benefiting from data driven decisions based on your contact center’s KPI’s (key performance indicators), a basic understanding of why KPIs are important and which ones your organization should start paying attention to is critical. Most contact center KPIs are focused on measuring the performance of an agent, department or the entire organization. When… Read more →