July 31, 2019 / GuidesFor Team
Nothing remains static. This holds true with customer service. According to ZDNet, “Customer service’s definition of success is changing, and KPIs are following suit.”
The former task of call center agents involved a transactional function. Nowadays, they are viewed by customers as brand advocates or ambassadors. With this new role, the meaning of success in customer service has evolved. It has also influenced the key performance indicators that are crucial to companies.
Customer satisfaction is at the lead key metrics once customer service has been defined successfully. Customer effort scores can show how easy it can be for a client to contact an agent. When a client needs to explain his dissatisfaction to a company that can grasp the possible pain points, this difference can mean success for customer service. ~~ Lornajane Altura
Posted In: Research