Best Practice Report

Implement Effective Customer Service Metrics

Benchmarks: The Contact Centers For Customer Service Playbook

January 15th, 2021
With contributors:
Daniel Hong , Hailey Colin , Diane Lynch


Customer service and digital business leaders can easily become distracted by the sheer volume of metrics available for tracking operational activities and may fail to deliver on key business goals. To keep customer service operations focused, managers should develop a Balanced Scorecard of 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.

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