KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity.
The most important aspect of a KPI though is that it should improve the service you deliver. So are you using the right ones and looking for the right data?
Download this whitepaper to find out:
- What KPIs you should be measuring
- How to use the data you have more effectively in driving improvements
- 18 considerations to help shape your KPI measurements