Metrics and Key Performance Indicators (KPIs) are important for CIOs and VPs of Customer Service because:
1. Measure Performance- Team and individual.
2. Benchmarking against Industry for continuous improvement.
3. Financial…for budgeting and pay/incentive plans. Need to understand workloads…Add and subtract headcount and technology expenses. Tie your contribution to revenue as much as possible.
4. Marketing..With 17% unemployment (don't believe government numbers), you have to show your company that you're smart, competent and deserve your paycheck every 2 weeks! Keep your resources…make a business case to get more resources…no better way than with metrics…objective data will rule many decisions made in today economic environment.
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