Support Driven hosted a fireside chat event for Metrics/KPI - EU - register above to check out the recording, where our speakers discussed things such as:

• Selection:

  • How do you balance quantitative KPIs with qualitative assessments of agent performance?

  • What are the key performance indicators that are most critical for assessing agent performance in your organization?

  • How do you ensure that the KPIs selected align with both organizational goals and individual agent responsibilities?

• Strategies:

  • What strategies can be implemented to effectively collect and analyze data related to agent KPIs?

  • How can insights from agent KPI analytics be used to identify training and development needs?

• Challenges:

  • What are some common challenges organizations face when implementing agent KPI analytics, and how can they be overcome?

  • How do you ensure transparency and accountability in the use of KPI analytics within your organization?

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