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10 Essential Customer Service Metrics to Track Now

by Abby Monaco

Managing agents is a lot like being a circus performer - whether it’s spinning plates or juggling while riding a unicycle - it takes coordination, balance and the ability to see past arms-length, all while maintaining focus on your main goals. If you can keep it all running effortlessly the audience is happy.

Today’s asks of a contact center supervisor adds the additional plate of managing a changing agent workforce that is mix of at home, in office or a hybrid - while exceeding customer expectations. The ability to reimagine hiring and working from anywhere is now an achievable goal for most organizations, there is still the need to provide seamless and exceptional customer service in flexible work environments. To maintain your service level, what are the top metrics you should be tracking? Check out the list below of 10 most metrics and KPIs to keep your customers satisfied and loyal to your brand.

Service Quality CSAT Customer satisfaction (CSAT) is a measurement of how well a business is satisfying its customers with the products, services or interactions it provides. Usually conveyed as a score stemming from a simple customer satisfaction survey, CSAT measures satisfaction at a given point in time and is an effective way to keep tabs on specific steps in the customer journey. For example, how satisfied a customer is directly following an interaction with an agent.

NPS This metric is used to measure customer perception of a brand and is one of the primary methods by which companies assess loyalty and predict churn. Businesses acquire the score by asking customers how likely they are, on a scale of 1 to 10, to recommend your business to others.

Customer Experience

Interaction Service Level Agreement (SLA) A goal based on what % of interactions are answered in X seconds. This SLA is the promise of maintaining a certain standard of service to your clients and customers by each channel you offer. It's important to monitor your service level in real time, as it provides an active measurement of your call center's current performance.

Abandon Rate Abandon rate refers to an inbound contact that waited to be connected but ended communication before being transferred. Either the system of agent was able to connect with the customer. This is another important link in the customer journey and the root cause needs to be addressed quickly to ensure there is no frustration on the part of the customer.

First Call Resolution How often are you able to resolve customer issues on the first call? Tracking first-call resolution affirms that you are satisfying customers in the shortest amount of time, eliminating the need for follow-up and driving down volume of incoming contacts.

Average Wait Time Average wait time tracks how long customers spend “on hold” before connecting with an agent who can address their needs.

Self-Service Usage Oftentimes, customers can resolve their own issues without needing to get in touch with an agent. Self-service usage tracks whether your customers are using self-service option effectively (IVR, website) or if they are having trouble finding the info they need. Analyzing self-service options allows customer is getting what they need with minimal effort.

Customer Effort Score A score based on the amount of effort a customer spends getting their issue resolved, purchasing a product, etc. This score is derived from asking your customer a survey question on the level of difficulty they experienced to get their issue resolved.

Customer and Agent Emotion Measuring your customer sentiment and frustration through analytics helps to determine what customer issues and trends need to be resolved quickly and to proactively prevent customer churn.

Employee Engagement Keeping customer satisfaction metrics on target is much easier when you have agents engaged in their work. One of the best ways to determine the level at which employees are engaged is through an Employee Engagement Survey. You want to keep a pulse on employee satisfaction level and anything you can do to help give them the skills and environment to perform at their best level.

Seamless Assistance Do you need help keeping the plates from crashing? NICE can make it easy to keep everything in motion. Contact us today to learn how we can help you better track your call center metrics and KPIs to achieve your goals.

Abby Monaco Abby is a Senior Product Marketing Manager for NICE who brings over 20 years of experience in product management and marketing direction in software and technology. She is responsible for articulating and promoting the NICE vision, message, and competitive advantages of the CXone portfolio.

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