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For Application Development & Delivery Professionals

Implement Effective Customer Service Metrics

Benchmarks: The Contact Centers For Customer Service Playbook

August 21, 2018


Why Read This Report

Customer service leaders 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 customer service leaders focus on the ones that will move the needle. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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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
  • Related Research Documents

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