What Good Contact Centre Performance Looks Like… and Why Most Fall Short

MaxContact explores the key contact centre KPIs, current benchmarks and the performance gaps businesses need to address.Tracking KPIs quarter-on-quarter tells you whether you’re improving. It doesn’t tell you whether the number you’re improving towards is actually good. And it doesn’t tell you whether your measurement is giving you an accurate picture of your operation in the first place.That last point is where the real performance gap comes from.Two thirds of UK contact