Flashcards in Industry Knowledge (15%) Deck (2)
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1
Q
What is KPI?
A
A key performance indicator (KPI) is a business metric used to evaluate factors that are crucial to the success of an organization
2
Q
Name 3 KPI Measurements?
A
1) Avg cost per case (Performance)
2) First call resolution (Productivity)
3) Average handling times (Cust satisfaction)
