Once upon a time, it may have been difficult for businesses to
acquire enough relevant and reliable data relating to customer service
performance. That is no longer the case. With advanced data-collection
technologies becoming ever-more available, modern businesses have the
power to bring together information from a variety of sources, tracking
customer behavior, soliciting feedback, and placing the entire customer
journey under a microscope.
However, to optimize their customer service offerings and improve the
overall customer experience, organizations need to do more than simply
gather data; they need to be able to refine that data into actionable
insights. To do that, they have to know which customer service metrics
are the most relevant.
With abundant data, focusing on certain key performance indicators
(KPIs) over others can be a challenge. This is why it’s so important to
remain focused on why certain metrics are being tracked, and how to
employ action after insights are created. By tracking and managing the
right KPIs, customer service departments can improve their performance
while also positively impacting the business as a whole.