Date Published: April 02, 2012 - Last Updated 5 Years, 108 Days, 2 Hours, 25 Minutes ago
Are you tracking KPIs in your contact center? Though Key Performance Indicators (KPIs) may vary per a center's needs, most will agree that measurements like Abandonment and Repeat Calls are important to track. However, there are still a few centers out that are NOT measuring these KPIs at all.
In your experience, are these results surprising, or typical? What key performance indictors and metrics are important to your center? If you're among the centers not tracking the above KPIs, which ones are you tracking? Share your answers with us in the comments!