Effective Customer Service Is Quantized Customer Service

The key performance indicators for customer satisfaction and support staff efficiency are the essential measurements you can use to make sure your service efforts are not wasted.

A few weeks ago I wrote about the importance of effective customer service. But how do you know if you are delivering that? And what channels -- phone, email, chat, social media, etc. -- should you emphasize? How about innovations like chatbots, intelligent agents, and other automated systems? Measuring customer service breaks down into two general areas: satisfaction metrics based on customer attitudes and performance metrics based on support staff behavior. …

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