Top Contact Center KPIs for Managing Customer Service, Sales & Collections

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Overview

Managing a contact center requires a combination of art and science, but it's the science that should be driving the art. Contact Centers of all sizes, whether staffed by 20 or 10,000 agents, need key performance indicators (KPIs) and metrics to effectively manage the operating environment. This white paper provides the top KPIs and metrics and explains how to use them to build and engage workforce that delivers an outstanding customer experience, cost effectively.