![]() It is quite possible all or a combination of these factors are having a simultaneous effect. To get a complete picture of customer service requires a range of outcome-based metrics and visibility on the drivers that impact them.įor example, resolving an increasing average speed to answer (ASA) means having to know the root cause: higher-than-forecast call volumes, routing to untrained agents, or a poor self-service experience that means customers decide they want to talk to an agent. ![]() Therefore, a mix of customer, agent and operational metrics are needed to get a full picture and identify opportunities for improvement. Ease of completing self-service journeys.These are driven by several factors, for example: There is still a need to focus first on what is important to customers: ![]() While the latter needs close attention, it does not change the core of what should be tracked to maintain the right levels of customer service. Numerous changes over the last two years with home-working, the accelerated growth of digital channels and greater customer expectations have impacted customer services, as well as agent well-being. ![]() Which customers aren’t talking to you? Take the time to communicate with customers whose opinions could shape how your business operates and look for opportunities to engage with them. You should engage with your customers that regularly take the time to tell you how you’re doing, and be quick to respond to valuable insights – both positive and negative.Īs well as this, you should also seek out the customers who don’t tell you how you’re doing. To get the most out of your surveys, your customers need to know that their responses aren’t just numbers on your monthly reports. ![]()
0 Comments
Leave a Reply. |