The coronavirus (COVID-19) outbreak led to a major transformation in the way companies do business.

Contact centers were no exception and thus having the right KPIs, as well as the tools to track and take action, is paramount for contact centers.

The 2020 Talkdesk Contact Center KPI Benchmarking Report explores the role of KPIs, how to define and act upon them, so you can discover the measures that can make your contact center ready for the challenges of the future.

You will learn:

• 5 most relevant inbound contact center KPIs and how to establish benchmarks

• The role and value of key performance indicators

• 10 steps to define your contact center KPIs

• How to prepare your contact center for times of uncertainty