Why Metrics Aren’t Everything for Delivering Exceptional Customer Service
JANUARY 6, 2016
Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. In other words, metrics do not tell the whole story. However, some will be stored in a customer’s long-term memory and will be drummed up every time they think about the brand. So what metrics should be tracked and evaluated?