KPI (Key Performance Indicator)
A Key Performance Indicator (KPI) is a measurable metric used to evaluate how effectively an organization or team is achieving specific business objectives.
In contact centers, KPIs like First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT) help assess service efficiency and agent performance. Tracking KPIs enables data-driven decision-making and continuous improvement in customer experience. Well-defined KPIs also align team efforts with organizational goals, ensuring consistent service quality and accountability.
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