For those looking to get a handle on how their customer experience is being qualified, we need to get rid of the kitchen sink mentality-don’t throw in every metric. What matters is that your customers are happy, regardless of what contact channel they’ve chosen to use. Below are four metrics to add to our dashboards to measure against that goal.
As a customer-facing company, having the numbers and metrics to support your business value is essential.
Four Metrics to Add:
- Transfer Rate
- Customer Emotion Experience
- Customer Experience Greatness
- Net Retention Score
- FCR – First Call Resolution
Overall, the metrics we add to our call center dashboards should be focused and well defined for our agents. If we can make sure that our employees are engaged and satisfied, in the same ways we strive for customer engagement and satisfaction, then we are setting goals successfully.To read the full article on how to overcome these back office challenges, visit ICMI or click here.
About the Author: Neal Topf
