Customer Experience Management articles

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.

5 Ways To Win Over Even The Most Difficult Customer

Good customer service is what differentiates a company from its rivals.

Anyone working in customer service would understand that no matter how much time you spend in delivering good customer service, you can’t please everyone every time. Sooner or later, support agents will have to deal with difficult customers. Whether it’s a customer with some outlandish demand or an otherwise rational customer who happens to be having a bad day, your skills are put to test. And it’s time to pass the test with flying colors.

Boost Productivity & Retention: The Ultimate Guide To Remote Agent Onboarding

AI Helpdesk Software: The Key To Transforming Customer Experience

What Is Guided Mode? How Does It Streamline Ticket Management?

From Kitchen Expert To Service Pro: Bora Integrates AI In Customer Service