9 Customer Service Performance Indicators

Know the main indicators of the performance of a contact center.


The success of a company undoubtedly always depends on the organization, planning and balance of resources. In any area of a business, it is important to know if the resources allocated for the defined goals are the correct ones. In the area of customer service, this factor is more than fundamental.
In times of crisis like the current one, it becomes even more important to have well‐defined metrics to apprehend if agents and supervisors are working properly, if remote work is affecting the operation of the Contact Centre, and if we need to improve something.

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