KPIs (Key Performance Indicators)

Key performance indicators (KPIs) in a contact center are measurable values that indicate the effectiveness and efficiency of the center's operations in achieving its objectives. This term refers to the specific metrics and benchmarks used to assess the performance of call center operations and individual agents. KPIs for call centers are essential for tracking progress toward goals, evaluating agent productivity, and understanding the overall impact of the call center on customer experience and satisfaction. Common KPIs include First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, and Service Level. These metrics help managers monitor performance, identify areas for improvement, and make informed decisions to enhance customer service delivery.

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