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Customer service managers can easily become distracted by the sheer volume of metrics available for tracking operational activities and fail to deliver on key business goals.

This report defines nearly 40 operational metrics for tracking contact center KPIs to help customer service & support professionals focus on the ones that will move the needle.

Key Takeaways

  • Choose the right set of metrics your shareholders demand
  • How to align customer service metrics with company metrics
  • Customize metrics that make sense for your business