Media Coverage

  • The “Killer KPIs” That Every Contact Center Executive Should Watch Closely

    23 December 2014 — Knowing what Key Performance Indicators (KPIs) to focus on can be tricky, although most contact center executives have an idea of the core ones to track. So what are the KPIs that every contact center exec should know and measure? Cheryl Flink, Chief Strategy Officer for Market Force Information, differentiated between types of KPIs. In terms of measures of customer experience, she looked at service level, first contact resolution rate, and average handle time as the KPIs to...


We've noticed you might not be visiting the appropriate version of our site. Would you like to: