Stay on top of the most used customer service metrics
The customer service metrics govern the operation of call centers, allow determining the Service Level Agreement (SLA) of outsourced help desk services and much more. This is because they make it possible to quantify the efficiency and quality of the services provided - and monitoring the performance of this sector is part of the business guidelines and strategies. This is called performance management. However, it is necessary to know exactly which metrics should be followed, otherwise, it will not be possible to align the monitoring with the business objectives. In this post, we present the main KPIs to be followed. Follow! help desk performance What is management by customer service metrics? Conducting the management of a call center, help desk, SAC or any other type of sector and company that offers services and support to a specific audience requires a micro and macro view of relationships. Each client must receive the best quality and efficiency of th...