Contact Center Metrics, Why Do They Matter?
Taylor Reach Group
AUGUST 23, 2017
Metrics, Key Performance Indicators (KPI’s), Reports – we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. To understand the metrics and reporting that we should be looking at, we need to look at the reasons that reporting exists in the first place. Whereas we took a top down approach above, let’s now look at these reports and metrics from the bottom up. Agent Metrics & Reporting.