KPIs are useful because they help managers to get a better idea of what exactly is happening. It would be difficult to monitor the performance of agents in technical support companies without using key performance indicators. Supervisors and managers would simply not have enough information to decide on a good course of action. The organization would stagnate or even backslide. All in all, smart, effective management requires the use of tools such as KPIs.To illustrate the conceptualization and…See More