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4 important metrics for Customer Service teams

Apr 02, 2020 at 12:05 am

Reporting and analytics are a core element of customer service. In a contact center, managers and agents are constantly engaging with customers, so proper tools must be set in place to look at the operation as a whole and decide whether improvements are happening.

Metrics are important because they are used to set benchmarks and Key Performance Indicators (KPIs). In the case of Customer Service, it is primary to look at the following metrics in depth.