We have ran this web-site to share our vision about various ways of measuring customer service performance units. This unit might be call center or help desk or email client center.
It is important to know how to measure the performance of these units. We will tell about tools that might be used to measure performance, such tools as Balanced Scorecard, Metrics, KPIs (Key Performance Indicators).
We will give post links to some software tools that make measure and controlling call center performance easier.
Tags: Call Center Metrics, kpi, scorecard