Information about Call Centre Metrics and KPIs
Given call centres are one of the most measured work environments on the planet, it’s no surprise that there is no shortage of call centre metrics and KPIs to choose from.
But knowing which ones to use, how to use them to drive outcomes, how one impacts the other etc can be challenging.
And of course, given the diversity of call centres, it makes finding the right contact centre metrics and KPIs even more difficult!
Inbound, outbound, sales, service, tech support and so on. All have their own unique ways of measuring performance for both individuals and for the business.
Don’t worry though! Our category on call centre metrics and KPIs contains all the articles written by industry experts so you can learn from their years of experience in determining what’s right for your business.
And if you still can’t find what you need:
- Check out the consultants in the CX Industry Business Directory that can help identify, optimise and implement the right KPIs for your business.
- We’ve also got a heap of specialist call centre training courses for Team Leaders and Managers to help you understand which call centre KPIs to use and how they all relate to each other.
- There are heaps of KPIs mentioned in the Call Centre Glossary with great explanations, formulas, videos and more to help you learn.
So whether you’re just learning about contact centre KPIs or you are wanting to learn more about the various options, you’re bound to find what you need in the articles below.
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