METRICS
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHICH
“ METRICX ” MATTER ? THE “ FO ( U ) REMOST ” IMPORTANT CX METRICS TO CONSIDER .
BY MATT MCKERNAN , CONTENT GURU
In the contact center , efficiency is everything . Customers are always in need of support , and there ’ s a constant flow of inquiries to be answered . Outstanding customer experience ( CX ) starts with the most important aspect of a contact center : human agents .
Agents are the heart of any good CX strategy . Engaged , empathetic , and efficient agents are the difference between substandard and first class CX .
But achieving great CX is hard when you don ’ t know what your customers want .
How can businesses maintain a good overview of customer perceptions while balancing agent needs ?
The answer lies in CX metrics . Metrics are key performance indicators ( KPIs )
32 CONTACT CENTER PIPELINE that measure performance or processes for specific activities within the contact center .
No matter your industry , data-driven insights are essential to delivering the outstanding CX your customers expect .
With CX for consumers reaching an all-time low , declining for a third year in a row , is it time for businesses to re-evaluate the metrics they use to define CX success ?
DIRECT OR INDIRECT METRICS ?
There are two different types of CX metrics : direct and indirect .
Direct metrics are derived from asking the customers questions , usually through a survey . Indirect metrics , on the other hand , draw on data collected automatically , without the need to ask any questions .
Both types of metrics have their advantages , and combining them will grant better visibility over CX , employee experience , and the overall customer journey .
This array of acronyms can be overwhelming : and knowing exactly which KPIs to monitor will depend on the needs of your contact center . New CX metrics are constantly being deployed to shed light on the mind of the consumer .
But which metrics , both direct and indirect , are the most impactful to monitor for your business ?
Here are four key metrics that you can use to start monitoring your contact center more effectively .