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.
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.
Read full article and discover the Modern Customer Experience Metrics here