Customer Satisfaction metrics provide an assessment of your call center's performance from your customer's perspective. These types of metrics are important for any service-based industry, including retail and call centers. This data is usually collected through customer surveys that ask general questions, including call quality, call resolution, and how satisfied the customer was with the service received (regardless of outcomes).
Monitoring Call Center KPIs on a Dashboard
Once you have established benchmarks and targets for Customer Satisfaction, you’ll want to establish processes for monitoring this and other call center KPIs. Dashboards can be critical in this regard. Read more