KPI

The myth of call centre industry standards
CX Executive Tips

The myth of call centre industry standards

August 16, 2016 Last Updated: April 20, 2021
Bill Durr

Are you looking for call centre industry standards? Our article explores whether they truly exist and challenges the thinking behind some common practices providing some practical examples to common call centre metrics like grade of service.

Why the traditional KPI model no longer works
Call Centre KPIs & Metrics

Why the traditional KPI model does not work

February 5, 2015 Last Updated: June 18, 2021
Justin

The traditional KPI model of linking rewards to performance can be fraught with danger, especially in a call centre if the KPIs aren’t set correctly.