SMARTER KPI’s

Efficient utilization of human resource is important for the success of any organization. While people are developed through training, enabled through systems and motivated to perform, it is important that their performance is measured in a transparent but effective manner. For what can be measured can be improved.

Performance measurement is important also for the people who directly or indirectly deal with the customers.

This can at times can be a complex task. While focusing on resource efficiency, it is important to focus on the actions that translate into customer experience. It is also important to understand how Key Performance Indicators should be defined for Customer Services and to identify which of these KPIs should be linked with performance incentives.