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Striving for Gold in Customer Service

Posted by Donna F. on Feb 19, 2014 9:06:50 AM

In the spirit of the Olympics, I'd like to challenge companies to raise their standard of excellence and strive to improve the quality of service that they deliver to their customers and prospects. To do so, managers need an effective set of key performance indicators (KPIs) that track meaningful and informative data. Most companies have standard metrics that they use to determine how well they are doing in delivering outstanding service. Unfortunately, companies are using KPIs that they have tracked for as many as 30 years. Here are some of the outdated KPIs that organizations should no longer use to track customer satisfaction:

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Topics: Contact Center KPIs, Customer Experience, Customer Satisfaction, Guest Blog, Speech Analytics

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