Why Read This
This report outlines the method for defining metrics as part Forrester's solution for application development and delivery (AD&D) executives looking to implement customer service metrics. This report is designed to help AD&D execs measure the success of their customer service operations, which is difficult to do at best. Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals. To keep customer service operations focused, managers should develop a Balanced Scorecard of key performance indicators (KPIs). This report defines nearly 40 operational metrics for tracking contact center KPIs to help organizations focus on the ones that will move the needle.
Tags: Balanced Scorecard, Contact Center Technologies & Processes, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Interactive Voice Response (IVR), IT Infrastructure & Operations, IT Management, IT Measurements, Metrics, Multichannel Customer Experience, Networking, Packaged Applications, Phone Self-Service, Strategy, Planning, & Governance of IT