Top KPIs for Managing Customer Service, Sales and Collections Contact Centers
By Donna Fluss
Having the right KPIs is necessary for managing a contact center, regardless of its size. However, the KPIs that are needed are not tied to the size or complexity of the contact center, but instead to its underlying purpose: customer service, sales or collections. While most contact centers generate dozens and possibly hundreds of KPIs from their various operating systems, it only takes a few to obtain deep insights into the performance of the department, particularly when this information is shared with all employees on a timely basis.