Advice from a Call Center Geek!

Call Center Money Ball- Call Center Metrics that Actually Matter

February 12, 2019 Season 1 Episode 12
Advice from a Call Center Geek!
Call Center Money Ball- Call Center Metrics that Actually Matter
Chapters
Advice from a Call Center Geek!
Call Center Money Ball- Call Center Metrics that Actually Matter
Feb 12, 2019 Season 1 Episode 12
Call Center Money Ball- Call Center Metrics that Actually Matter, Stop Measuring the Wrong KPI's
Show Notes

So many people judge what a world class experience is by metrics that our industry has been using for over 30 years.

Has using these metrics really improved the CX?

Take a look at a new approach to KPI's.  One that measures not just how quickly the agent answers the phone but measures both sides of the conversation.

Isn't the who point of world class customer service to improve the customer experience and not just hit a SLA number?

We hope this episode opens some eyes into what we believe is the new standard of world class service.

Check out https://youtu.be/f3VFttZ_Nlw for more on this episode



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