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.