EVP, Customer Engagement
American Customer Care/Premiere Response
Rethinking KPIs: Do They Say Anything about Customer Effort?
Let’s ditch standard metrics! Operational efficiency or brand health metrics tell us little about the customer experience. Do you believe effective service contributes to revenue growth? Contact Center Leadership needs to measure what’s most impactful and shine a light on the business value of exceptional service – to think beyond staffing and operational metrics and partner with marketing, the C-Suite, legal, product development, e-commerce, etc. Why don’t we focus on Customer Effort?