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For Application Development & Delivery Professionals

Implement Effective Customer Service Metrics

April 11, 2016

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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 3, 2015; 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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Timely and relevant, Forrester's RoleView research aligns to 13 leadership roles across business and technology management. Our expertise in customer experience, mobile, digital business, and big data will help your teams win in the age of the customer. Contact us to learn more.

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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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