Industry Knowledge (15%) Flashcards
(2 cards)
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)
