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.
Speech Analytics for Improved Customer Service
Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has
Transform your COST center to a Call Center
It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by