Why Read This
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 application development and delivery (AD&D) professionals focus on the ones that will move the needle. This report was originally published on December 15, 2014; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in March 2015. This updated report expands the definitions of customer effort to include inferred metrics and updates the report's figures.
Tags: Balanced Scorecard, Benchmarks, Contact Center Technologies & Processes, Customer Experience Management, Customer Relationship Management (CRM), Customer Service Solutions, IT Infrastructure & Operations, Key Performance Indicators (KPIs), Measurement, Metrics, Multichannel Customer Experience, Networking