If you’re leading a customer service organization, you know how much metrics matter. But how confident are you that your metrics are measuring what matters to your customers?
In my last blog, we discussed how approaching your business from the perspective of the customer and what matters to them will better position your agents to foster great customer experiences. In Part 2 of our 3 part Customer Service Metrics series, we dive into the importance of customer support availability and which metrics to measure.
In the final installment of our Customer Service Metrics series, we will discuss our final two tips for determining whether your metrics are customer-centric or self-centric, and how that will impact your customers’ experiences.
Meet Tyler! After the day brought him many surprises, the brands and companies he relies on to be there for him ensured his sick day was still a productive day.
Meet Sophia! Just as she relies on these companies in her daily routine, these enterprises rely on Five9 every day to provide superior customer experiences to consumers.
We know that mobile is here to stay, at least until the next big disrupter comes along. Until then, mobile devices are dominating how consumers shop, search, educate and connect. As the trend continues away from computers, companies have an opportunity to develop, from the ground up, customer-service strategies for mobile devices. The good news is that...
