Many CX leaders are facing a metrics gap – the space between collecting metrics and turning them into actionable change. We worked with the team at Metrigy to identify ways to close the gap.
According to the Five9 Customer Service Index 2021, “regardless of age, just over half (51%) of respondents prefer to interact with a company over the phone when contacting a business for general customer service issues.”
It's critical for your business to understand the latest trends in the current customer experience landscape to kickstart the new year and exceed your contact center goals in 2022.
Here, we’ll look at three metrics that less than a third of contact centers are measuring. To better understand the story behind the numbers, we reached out to Robin Gariess, CEO and Principal Analyst at Metrigy, for her key takeaways.
If you’ve ever worked in a contact center, you know that challenging customer behavior isn’t seasonal. But since October is a month of spooky and frightful things, we thought you might enjoy a few horror stories from the contact center realm.