KPIs in the contact center: how to choose the right metrics – free e-book
Data is anything but scarce in the contact center, making it a challenge to determine what Key Performance Indicators (KPIs) are most valuable in measuring success. Discover best practices and expert analysis to help you choose – then improve – the most critical KPIs in the contact center.
This e-book covers:
- Tips for beating high contact center attrition rates from top brands
- Why a quick response is critical when it comes to social customer care
- The clear connection between First Call Resolution (FCR) and customer satisfaction
- A critical analysis of Net Promoter Score (NPS) and whether it lives up to the hype
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From the e-book
Deciding what KPIs to measure – and how – is only half the battle; it’s how a company uses the information to better their customer service offering that is even more important. Identifying the causality and making every effort for improvement is the real key to success.