Start tracking a Contact Center metric that really matters: Customer Experience
According to Forrester research, customers’ phone satisfaction rates within the contact center have universally dropped four years in a row. Your other operational contact center metrics, such as handle-time and FCR, are scientifically tracked. You should do the same with customer experience data. While many solutions claim to capture customer sentiment, the best way to know how a customer feels is to ask him or her directly.
With a Customer Experience Management (CEM) feedback management platform, you can capture the customer’s voice not only within the contact center, but also across the entire enterprise, so you can consistently monitor how customers feel about doing business with you.