Benchmark Performance of Customer Service Through Contact Center Metrics

January 23, 2019 / GuidesFor Team

“One of the best exercises that I did every year as a contact center leader was to evaluate whether our metrics were providing the most meaningful measures of success,” No Jitter recommends.  It is interesting to note that organizations sometimes have to decide which metrics matter most. Employees and clients have different expectations. Thus, there are different contact center metrics that need to be measured.  Accountability is also significant. Customer service agents must have an impact on the metrics that the company tries to measure in their performance.  ~ Lornajane Altura

Read the source article at No Jitter

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