The contact center world is drowning in metrics. Average handle time. Service levels. Disposition codes. Customer satisfaction scores. Net promoter this. Effort score that. Let me be blunt:
It’s all mental masturbation.
We fill libraries with articles debating the “top 5 metrics” while missing the only things that actually matter:
- Did the customer’s problem get resolved?
- How much effort did it take?
- Could they easily escalate if needed?
Professional organizations. Analyst firms. Certification bodies. They’ve all created frameworks, standards, and endless reports. But here’s the truth:
No certification guarantees a great customer experience.
What matters is simple:
- Speed of answer
- Problem resolution
- Minimal customer effort
All those fancy acronyms? BCG, CXPA, COPC? They’re just alphabet soup.
The basics haven’t changed. Solve the customer’s problem quickly and with minimal friction. Everything else is noise.
Metrics should serve customers, not bureaucracy.
What’s the most overrated metric you’ve seen in customer experience?
Source: LinkedIn – Neal Topf
About the Author: Neal Topf
