Key Performance Indicators


Key performance indicators, or KPIs, are used to assess an organization's success or the development of a critical operation. Industry-specific KPIs, company-specific KPIs, and even department-specific KPIs all differ. 

Standard KPIs in contact centers such as first contact resolution, call frequency, and the number of escalations assist businesses in monitoring and evaluating the performance of their employees and the contact center as a whole.