The Metrics to Watch to Improve Outcomes: How to Measure Customer Happiness (& 5 Other Confusing Metrics on your List of Call Center Metrics Best Practices)
NOVEMBER 12, 2019
Picture this: It’s the week of Thanksgiving and the phones at my neighbor’s bakery are going wild. See, my neighbor, Christina, runs operations for a chain of bakeries in the Midwest. She worked with her teams to carefully package the baked-to-perfection pies and slap the right labels on the boxes to get them out the door. Then she staffed up her customer service team to handle the imminent flow of questions and add-on orders.