Talkdesk surveyed their top customers to understand what they measure and how they benchmark their contact center’s performances. The following report breaks down four of the most common inbound contact center KPIs, establishes relevant benchmarks for each one and offers guidance on how these KPIs can be leveraged to improve business outcomes. You’ll get into detail with the four KPIs, which are:
- Average Abandonment Rate
- Average Time in Queue
- Average Speed to Answer
- Service Level