2018 Talkdesk Contact Center KPI and Benchmarking Report

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Today’s contact center supervisors and agents have the ability to gather data on almost every function of their customer service organization. While real-time and historical metrics are required to make data-driven decisions that improve customer service quality, those contact center metrics don’t mean much in a vacuum.

The following report identifies four of the most common inbound contact center KPIs, establishes relevant benchmarks for each one based on aggregate Talkdesk customer data in 2017 and offers guidance on how these KPIs can be leveraged to improve business outcomes.

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