Data Overload? Using Metrics to Improve Customer Experience
Today’s customers have multiple preferred channels and limited patience. Understanding which metrics to focus on to improve customer experience is not a nice-to-know, it’s a necessity. Meanwhile, many contact center professionals suffer from “analysis paralysis” – a difficulty making decisions due to too much data, and not enough clarity on how to use it. So how do you take action and move forward? Watch this video to learn the top three metrics you should measure to drive customer experience, actionable tactics to implement and improve results, and how to successfully incorporate these into your existing program.