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.
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.
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?
Today, 86% of consumers quit doing business with a company because of a bad customer experience. Hence, there is no place for bad customer service if you want to compete with the big dogs and retain your customers.
They say all good things must come to an end – and our summer series is no exception. Thank you to everyone who has journeyed with us over the last four weeks as we reflected on the contact center of the past, present, and future.
In a perfect world Interactive Voice Response would have been obsolete for a long time already. Self-service has moved away from the phone to web. That being said, IVR can still be a very useful part of your customer’s journey.
In order to appreciate where we’re going, it’s important to look at how we got here. Over the next six weeks, we are going to reflect on the evolution of the contact center and take a peek into what the future holds.
