Why You Need to Measure Customer Experience in Your Contact Center

Why You Need to Measure Customer Experience in Your Contact Center

Delivering exceptional customer experiences is the new competitive advantage. In fact, it’s now the last remaining way to gain a sustainable edge, since traditional sources of differentiation – including price and product – quickly erode with the rapid pace of digital information flow. While it’s hard to argue against the importance of delivering great CX,…

Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

Turning Raw Data From Your Contact Center QA Scorecard Metrics Into Gold

Quality assurance and monitoring is a tough, but necessary part of operating contact centers for consistently high customer experience at scale. Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps? How do…

8 Benchmarks To Improve Your Live Chat Metrics

8 Benchmarks To Improve Your Live Chat Metrics

A live chat system gives customers direct access to help and service, wherever they are. Another bonus: Customers can multitask while waiting for an agent’s response. The same can be said for live chat agents, who can search and gather supporting information during a responsive live chat session with a customer without having to put…

Defining the Most Effective KPIs to Measure Your Business’s Performance

Defining the Most Effective KPIs to Measure Your Business’s Performance

Measuring your business’s performance is an ideal way to determine how well your team’s working and what you can do to deliver customer service you’re truly proud of. After all, customer satisfaction is a key brand differentiator. Your reputation matters! Performance measurement begins with defining your KPIs. The performance KPIs need to be the right…

How Do Performance KPIs Affect Your Strategic Impact Measurements?

How Do Performance KPIs Affect Your Strategic Impact Measurements?

Every business has to develop effective customer service strategies to maximize performance, drive improvements, and achieve ongoing success — and success starts with measuring performance KPIs. As a manager, you should have a clear understanding of your business’s goals, values, and priorities, but building an effective strategy that takes your company’s customer service in exciting…

5 Top Metrics for Your Customer Service Team Dashboard

5 Top Metrics for Your Customer Service Team Dashboard

What is a dashboard in customer service? It’s simple. This is the hub of your entire customer service, displaying the most important metrics for at-a-glance convenience. Agents, team leaders, managers, and quality-assurance (QA) analysts all depend on a well-organized customer service dashboard to track performance over time.