How To Implement Effective Customer Service Metrics

June 6th, 2011

With contributors:

Art Schoeller , William Band

Summary

Measuring the success of your customer service operation is difficult. 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 30 operational metrics for tracking contact center and self-service customer service activities and describes how to link these metrics to business KPIs to focus on the ones that will move the needle.

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