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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
Untitled Database
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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