Question

Which acronym is commonly used in the customer service industry to communicate, establish, and measure employee performance goals?

a) KPI (Key Performance Indicators)
b) CRM (Customer Relationship Management)
c) ROI (Return on Investment)
d) SMART (Specific, Measurable, Achievable, Relevant, Time-bound) goals

Answer 1

The customer service industry commonly uses the acronym KPI, or Key Performance Indicators, to measure employee performance goals.

Step-by-step explanation:

The acronym commonly used in the customer service industry to communicate, establish, and measure employee performance goals is KPI, which stands for Key Performance Indicators. Although SMART goals is also related to setting objectives, KPIs are the specific metrics used by organizations to monitor how effectively the company is reaching its business targets. Customer service teams might track KPIs such as call resolution times, customer satisfaction scores, or the volume of support tickets resolved.