KPI 101: Call Center Workforce Management Metrics
Global Response
DECEMBER 2, 2022
Call center KPIs are chosen to measure progress toward the goals of each brand, and selection is customized to fit each unique set of objectives. For instance, if a quality scorecard includes 20 criteria and a Brand Specialist’s contact meets 18 of them, their score as a percentage would be 90. Calls in queue.
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