Articles - Key Performance Indicators (KPIs)

Key Performance Indicators (KPIs) are essential for measuring how well your contact centre is performing. This page of expert guidance, practical examples, and benchmarking advice explores how to choose the right KPIs, interpret results, and use them to improve service delivery. Learn how to balance efficiency and quality metrics, set realistic targets, and communicate performance data in a way that motivates teams. You’ll also find insights on linking KPIs to customer experience and wider business goals, ensuring your metrics truly reflect what success looks like.

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