SOCAP's KPI Benchmark Study Executive Summary
Purpose of this Survey: Indicators and scorecards are key tools used by customer contact managers to assess their performance. It validates productivity and quality of customer contacts. This survey will make customer care managers more aware of the value of KPIs at their disposal. The major challenge faced by managers is the overwhelming amount of indicators available. The key of success is to choose KPIs on which managers can take immediate action to optimize Customer Contact Center (CCCs) operations and customer experience.
Check out the executive summary from SOCAP's Benchmark Study on Key Performance Indicators (KPIs) by clicking on the yellow, "Download this Resource (PDF)" button above.
For a more in-depth look at the benchmark study results, check out the webinar recording in the SOCAP Learning Portal