What is a KPI?
KPI is an abbreviation for Key Performance Indicators. These are benchmarks for various call center service functions. Their establishment is the first step toward consistent performance.
KPIs, which are optimally monitored and measured by a workforce management solution, provide the data that fuels analytics, testing, development, efficiency, and productivity. There are standard KPIs for every call center, and they are all important. It is the manager’s job to focus on those where improvement is needed most.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is