Using Metrics to Enrich the Customer Experience

Using Metrics to Enrich the Customer Experience

Using Metrics to Enrich the Customer Experience

Underwhelming Outcomes Less than half of survey respondents say their organizations are exceeding customer-experience goals.

Organizations are not capitalizing on existing resources to better prepare their front-line customer-serving employees, and that includes the use of existing data, according to a recent survey from NICE Systems. Clearly, IT departments play a prime role in helping their companies make the best use of all the metrics collected. These include data that track satisfaction levels among customers about their one-on-one interactions with support teams. But front-line managers frequently say the data is too complex, out-of-date and/or inaccurate, among other issues. Another problem: Far too few organizations are taking advantage of contests and gamification technologies to maximize front-line performance. Among other benefits, contests and games positively influence employee engagement. And NICE calculates that disengaged workers on the front lines of customer service will cost a typical contact center of 1,000 employees more than $2 million a year due to turnover and low productivity. More than 160 performance management professionals took part in the research.

Dennis McCafferty is a freelance writer for Baseline Magazine.
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