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Developing KPIs for RTAs Messages in this topic - RSS

Joe Long
Joe Long
Posts: 1


3/21/2017
Joe Long
Joe Long
Posts: 1
Hello, I've been working as a WFM Supervisor at a large vendor contact center for a little over a year and I'm looking to refine my team's KPIs to better grade them and provide more valuable feedback toward their continued professional growth. The group I specifically manage are real-time analysts.

Any advice or best practices on what KPIs are valuable and objectively trackable? Even subjectively, are there traits you all out there have found to be beneficial?

Any help/ guidance would be greatly appreciated.
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