CX, Customer Experience, Customer Service, Support

Tracking the right customer service metrics for contact centre success

Contact centres have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change. This enables customer service leaders to demonstrate the value of their work, linking the contact centre to the wider organisation and its objectives. Essentially, customer service metrics are split into two main categories – operational KPIs…
Helen Billingham
July 28, 2023