When it comes to looking at current industry standards for KPIs, benchmarking, and performance stats, you may wonder where to start. In Brightmetrics you can build out or view reports and dashboards to see how your team is performing - but what should your goals be set to?
These can vary based on the industry you are in, so one of our favorite resources for call center analytics and best practices is MetricNet. We've referenced their site in the past to help many customers. They have a host of content and services to help you define the metrics that make the most sense for your operation and understand benchmarks within certain industries and segments.
One of their consistent webinars, MetricNet Call Center KPIs, has actually fueled some of the insights we discuss building within Brightmetrics in our VLOGs, webinars, and training.
Take a look through their resource library - there is a lot of great information in there about KPIs you can look at.
If you have any questions, please let us know by emailing us at firstname.lastname@example.org and we're happy to answer anything we can.