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.
Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious