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Key Performance Indicators

KPI show key service indicators

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Definition

Key Performance Indicators (KPIs) are used to describe entrepreneurial performance through objective values. Especially in customer service, KPIs are used for quality measurement and quality assurance. KPIs include values such as AHT, ASA, FCR, service level, number of lost calls, follow-up times, etc. Ideally, you use KPIs in your reporting tools for statistics, analysis and control of customer service performance.

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