If you’re leading a customer service organization, you know how much metrics matter. But how confident are you that your metrics are measuring what matters to your customers?
In my last blog, we discussed how approaching your business from the perspective of the customer and what matters to them will better position your agents to foster great customer experiences. In Part 2 of our 3 part Customer Service Metrics series, we dive into the importance of customer support availability and which metrics to measure.
In the final installment of our Customer Service Metrics series, we will discuss our final two tips for determining whether your metrics are customer-centric or self-centric, and how that will impact your customers’ experiences.
