The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
Many organizations have limited access to performance metrics or are unaware of the best metrics to use to drive customer satisfaction and operational effectiveness.
Defining Key Performance Indicators (KPIs) is challenging yet critical. When KPIs are not measured and reported accurately, businesses can be negatively impacted.
Limited knowledge of Contact Center Metrics and best practices hinders the ability to make data-driven decisions and to improve customer engagement. Simple metrics have their place, but they don’t inform priorities or rewards, leaving organizations unsure of how their performance compares with their goals. And, if reporting is limited to the top unit level, it won’t provide visibility into the coaching that is needed to improve individual performance results.
The Northridge Group helps clients manage and improve their Contact Center performance.
We provide holistic assessments of current performance as well as recommendations for defining the most relevant KPIs and implementing best practice strategies for the measurement and reporting of key metrics. Our performance enhancing approach includes:
- Goal setting
- Development of metrics
- Best practices for reporting
- Dashboard design
- Source of truth documentation
- Managing coaching cadence and strategy
- Ensuring data hygiene
The Northridge Group helps clients define the Contact Center metrics that will drive operational efficiencies and improve Customer Experience.
A clear understanding of the KPIs, metrics and best practices for reporting is vital to address Contact Center performance issues. A holistic view of staff performance allows Contact Centers to provide individualized coaching for associates. An accurate view of operational performance allows businesses to make data-based decisions that propel them forward. By helping our clients define and utilize the most relevant metrics, we help them ensure that the performance of their operations and staff is accurately measured and reported so they can manage, improve and optimize all aspects of their Contact Center operations.
State of Customer Service Experience 2020-2021
In today’s marketplace, reducing customer effort is one of the most effective ways to drive growth and ensure loyalty. The COVID-19 pandemic intensified the need for companies to make the Customer Experience as effortless as possible. Online shopping and digital tools have become the ”new normal” and the need for self-service options enabling faster, easier ways to contact companies for service issues and inquiries has never been greater. The challenges this digital transformation presents for companies will continue post-pandemic, yet most companies are not adequately prepared.
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