In May, I wrote an article for Smart Customer Service. The article describes seven metrics that every contact center should have. It also provides suggestions on using an overall KPI. The article begins:

The disruptions that the COVID-19 crisis is bringing to economies around the world is truly unprecedented. Many contact centers are grappling with both increased workloads and staffing challenges. And many managers are wondering on which metrics to be focused.

I would encourage them to focus on areas that, no matter what the pressures or circumstances, remain essential. There are seven categories of metrics that every contact center should have. I recommend you view them as building blocks, from most tactical to most strategic. And I’ll discuss them here in that order, from foundation up…Read the full article.