By Richard Lefebvre-Oracle on May 11, 2015
As organizations evolve on their roadmap to a modern customer experience, they are adopting new business processes and technologies that allow them to support the needs of the connected customer.
As a result of adopting new communication channels, companies now have
an additional set of metrics that can be used to measure and improve the
effectiveness of their multi-channel customer experience.
The traditional, internally- focused operational metrics like Average Handle Time (AHT) or Occupancy are insufficient to assess the customer’s perspective of the end-to-end experience. To measure the customer experience in a multi-channel world, companies must adopt and leverage a new set of metrics that provide valuable insight into the effectiveness of their multi-channel customer experience initiatives.
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