| Numerous control variables are measured and used. A | | | | traditional inbound call center is still sufficient, and |
| description of the KPIs that are most used to | | | | whether they are suitable for controlling the |
| determine 'how quickly', 'how well', 'how efficient and | | | | performance through new channels. |
| how effective' customer contacts are handled. | | | | Four categories of KPIs |
| Multi-Channel | | | | Twenty most common performance indicators is |
| Call centers to develop multi-channel contact centers | | | | described that can be classified into four categories, |
| by adding new features as Web self-services, e-mail, | | | | namely indicatiren the 'service' (how fast), the 'quality' |
| chat, etc. right to ask customer service managers are | | | | (how good), the 'efficiency' (how effective) and the |
| also concerned that the widely used KPIs for | | | | 'profitability' (how effective) measure. |