KPIs improved. Here's what changed. #Shorts #CustomerSupport #ZendeskReporting

When your support team can't see their own performance, it's hard to improve it. Kieran Boyce, GM of Operations at Woolworths MarketPlus, explains how giving agents and leaders a live view of performance led to measurable improvements in KPI compliance, customer satisfaction, and team accountability.

#KPIManagement #ContactCentre #OperationsManagement #RealTimeData