The Most Important Metric: Customer Satisfaction
A poll in 2014 found that more than 20% of businesses did not measure any contact center metrics. That approach is the equivalent of trying to build a bookcase without a set of assembly instructions.
At the other end of this spectrum, a workforce optimization solution delivers a wealth of data covering nearly every aspect of customer engagement. All of these metrics are important and can contribute to a more efficient business. But managers should never lose sight of the fact that the ultimate goal of information gathering is to improve customer satisfaction.
This should have an impact on how managers approach the data they have gathered. Advances in technology and the opening of other communication channels have only increased expectations among customers for faster responses and attentive service.
Without proper focus on quality monitoring, it’s possible to improve the efficiency of a contact center without achieving the same improvement in customer service. The most important metrics are those that link directly to making your customers happier.
That starts with customer service scores gathered through surveys and other means, followed by stats on service level and first-call resolution rate. Another figure that is trending upward is return on investment at the contact center. At first this seems out of place, but a spokesperson for the company behind the poll found that these four metrics are more closely related than one might think.
“Customer satisfaction and loyalty is directly tied to ease of service,” the survey says. “First-call resolution has the greatest effect on people’s willingness to return to a company and recommend it to others. This is good news for merchants because the solution that improves loyalty also reduces costs.”
With workforce optimization in the cloud, ROI is achieved much faster than through a traditional solution. And with Monet Software, WFO delivers the data that makes quality monitoring easier and improves your most important metric –
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