10 Essential Customer Service KPIs You Need To Track Now
From a customer’s perspective, customer service is an experiential process, so it’s difficult to quantify. It can be good or bad, fast or slow, helpful or unhelpful, among other factors.
However, for organizations, it’s a different game altogether. With sophisticated customer service analytics and reporting tools available, Contact Centers can track and measure just about every metric that impacts the quality of their customer service. Measuring the key performance indicators (KPIs) helps Contact Centers improve the overall customer experience (CX), lower customer churn, and boost brand loyalty. However, the abundance of customer data can entice CX leaders to track everything, which leads to information overload and analysis paralysis.
October 16, 2020
