Are You Using 1999 Metrics to Measure 2019 Customer Care?
Are your customer care metrics stuck in 1999? Those metrics were born in an era when customer service was a race, where whoever got to the finish line first was the champion.
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”
