Which KPI is most effective?

The company wants to track agent performance and identify areas for improvement .

Which KPI is most effective?

A. Customer Satisfaction (CSAT) Score

B. Average Contact Handle Time (AHT)

C. Case Resolution Rate

D. Number of Resolved Cases

View Answer

Answer: A

Explanation:

To track agent performance and identify areas for improvement effectively, monitoring the Customer Satisfaction (CSAT) Score is highly effective. CSAT measures how satisfied customers are with the service they received, providing direct feedback on agent performance and the overall customer service experience. This KPI is critical for understanding the quality of interactions handled by agents and identifying specific areas where agents might need additional training or resources. Hence, "A. Customer Satisfaction (CSAT) Score" is the most appropriate KPI for this purpose.

Reference: Salesforce Blog on Customer Satisfaction