Improve Service

Service KPIs: 18 things to consider

KPIs have many different names and can be either a framework for customer service success or a ball and chain which removes an agent and manager’s flexibility and creativity. The most important aspect of a KPI is that it should improve the service you deliver. So are you using the right ones and looking for the right data?

• What KPIs you should be measuring
• How to use the data you have more effectively in driving improvements
• 18 considerations to help shape your KPI measurements