There is no single KPI upon which a customer service team’s performance should be measured, as there are many factors involved in running a successful contact center. Are customers happy? Are employees satisfied? Are costs under control?—just to name a few. But to formulate a manageable list of customer service metrics to monitor on a regular basis, supervisors must take a number of variables into consideration, including the company’s short and long term goals, competitive differentiators, who the data will be presented to (customer service managers, high-level executives, CSRs), and how the metrics balance each other out (cost vs. satisfaction: the “balanced scorecard approach”)—usually falling within three difference categories: Quality, Financial, and Operational. But to help get you started, we have formulated a well-rounded list of six metrics every customer service team should monitor.