The ability to measure, monitor, assess, and track KPIs is critical to any organization's ability to manage its service operations. Some may use only the most basic, or standard, service KPIs, while others have developed more sophisticated metrics to hone in on the most critical areas reflecting service performance.

This report reveals how “Best-in-Class” contact and call center firms, distinguish themselves from the others by:

• Routinely benchmarking and measuring service performance
• Implementing effective measuring, monitoring and tracking systems
• Integrating service KPIs with companywide CRM and/or ERP systems
• Establishing a formal process for automatically collecting and disseminating data