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WFM Analysis
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📝 Key Performance Indicators (KPI's) and Service Level Agreements (SLA's) are important tools used to measure and monitor the performance of an organization. They provide a basis for setting goals, tracking progress, and ensuring that the organization meets its objectives.
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KPI & SLA Categories
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Suggested books available for purchase to support KPI's and SLA understanding.
The Ten Essential KPI's for the Contact Centre
Ten Key Operational KPIs
Essential Contact Centre KPIs: 62 Full KPI Definitions Included (Essential KPIs Book 3)
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Any use of other materials will be linked and referenced |
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