Find out how to improve customer satisfaction by monitoring these 10 KPIs.
The importance of analyzing KPIs when assessing the effectiveness and efficiency of call centers is obvious; however, not all KPIs are as reliable indicators of customer satisfaction as others.
Two recent studies conducted with 512 call centers from 6 different industries analyzed the impact of 10 KPIs on customer satisfaction (Feinberg et al., 2002 and Cheong et al., 2011). This book contains the list of KPIs ranked in order by affect on customer satisfaction. It will help you to understand which KPIs are more closely tied to customer satisfaction so you can prioritize your analysis of call center metrics accordingly.
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