![]() For example, you may create an easy-to-find knowledge base article, optimized for search, to help customers resolve an issue fast. Customer effort: Are you putting too much onus on the customer? Determine ways to reduce customer effort.Has a frustrating customer service experience contributed to churn? Customer retention: Pay attention to what happens after the customer disconnects. ![]() Revenue: Review your contact center analytics to determine if quality customer service is contributing to a higher number of transactions or greater sales per customer.To gauge CSAT, send out quick surveys to get a sense of how happy customers are following their interaction with your service team. Customer satisfaction: High customer satisfaction (CSAT) is still the holy grail for service teams.Here are some best practices to keep in mind based on five of the most important service metrics today: Analyze a range of metrics to better understand the customer and their relationship with your company overall. Handle time is an important metric, but it doesn’t tell you the whole story. Ask agents for their feedback so that you can improve the experience for every employee. Train them on the latest features and functions. ![]()
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