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For Application Development & Delivery Professionals

Implement Effective Customer Service Metrics

Benchmarks: The Contact Centers For Customer Service Playbook

August 23, 2017


Why Read This Report

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 last published on April 11, 2016; Forrester reviews and updates it periodically for continued relevance and accuracy. For this version, we've added new data and customer examples.

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Table of Contents

  • Focus On Metrics That Matter
  • Build A Balanced Scorecard To Track Success
  • Recommendations

  • Remember: Metrics Management Is Also About People And Process
  • Supplemental Material
  • Related Research Documents

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