This white paper for Customer Service Professionals in High Tech, examines today's requirements for multi-channel customer support metrics.
Traditionally, measuring customer support operations has been straightforward. Shorter hold times were better; higher abandonment rates were worse. But:
Adding knowledge management and self-service to case management adds to the complexity
Multi-channel support efforts call for cross-product measurement
Best practices frameworks, such as KCS, require new metrics
There's no simple trick to using metrics to optimize today's increasingly complex customer service and support operations. Learn how Consona, with their customers, developed five measurement principles for their customers that lead to success.