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What is KPI?

Key Performance Indicators (KPI) are a measure in business studies that help the owner or the chief executive to monitor their business. Each field of business has its own KPI. In the field of Marketing or customer service, the indicators are as follows:

  • Average Wait Time: it is the mean time taken by the front line to respond to a query.
  • Average Resolution Times: the time taken for the team to resolve the customer’s issue.
  • Customer Churn: when the customers stop dealing with a company.
  • Customer Satisfaction Score: measures the happiness of your clients over a short period of time.
Assessment of the company on five key performance indicators
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