Many traditional metrics only tell a small part of of the overall customer and agent experience story. But a new approach to measurement is possible if you capture and analyse every customer interaction helping your agent performance and customer experience.
Most call centres are great exponents of the philosophy of: “If you don’t measure it you can’t improve it”. But this only delivers the right outcomes if you measure the right things. And, there lies one of the key issues for call centres. Many are measuring transactions traditional metrics like Average Handle Time and Net Promoter, but they only tell a small piece of the overall customer and agent experience story.