Talkdesk enables contact center supervisors to have greater visibility and insight into performance than ever before. Armed with real-time and historical metrics, supervisors and agents alike can now take data-driven steps to improve their customer service quality. But in a vacuum, those contact center metrics don’t mean much. If you’ve never measured this information before, how do you get started? We surveyed our top customers to understand both what they measure as well as how they benchmark their contact center’s performance. Key performance indicators (KPIs) vary from business to business, but some KPIs are more broadly applicable than others. The following report identifies four of the most common inbound contact center KPIs, establishes relevant benchmarks for each based on aggregate Talkdesk customer data and offers guidance on how these KPIs can be leveraged to improve business outcomes.
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