FORRESTER REPORT

Implement Effective Customer Service Metrics

Implementing Effective Contact Center Metrics

Given the sheer volume of metrics available to track contact center operations, identifying the right KPIs to track success can be challenging.

Executives need strategic KPIs to prove the business case for good customer service operations, while operational managers need to gather more comprehensive metrics in near real time to make the right decisions about the management of service requests and of their workforce.

This report defines over 40 operational metrics for tracking contact center KPIs and helps you focus on the ones that will move the needle. Download now. Learn how to:

  • Align customer service metrics with the company’s business goals
  • Measure digital and self-service metrics
  • Build a balanced scorecard to track success
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