35 Most Important Call Center KPIs

What are KPIs and why are they important in contact centers?

Short answer: They are important metrics that help you understand and manage performance.

Long answer: Call centers need to know how good their performance is. KPIs indicate whether your team is working effectively, if your customers are happy, and if everything is running efficiently.

But how do you choose the right KPIs? And how do you properly measure and interpret them? This eBook aims to explain all the KPIs relevant to contact centers, so you can make informed choices.