Boost Productivity with the “Right” Contact Center KPIs and Gamification
OCTOBER 18, 2018
Continuous feedback on product knowledge, customer service skills, system usage and various efficiency measures are also important. Defining what constitutes quality by looking at the performance of your top 10% of agents can also help you establish goals to bring all agents up to that level. Service Level. Service level measures the percentage of calls that are answered within a specific time period. Adherence to Schedule.