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We specialize in helping organizations define their customer experience (CX) key performance indicators (KPI's). We understand that it can be tempting to try and measure everything when you have a lot of data, but it is important to only focus on the KPIs that will help you achieve your business goals. That's why we use the SMART framework to develop targeted and effective KPI's.
With our help, you can ensure that your CX KPI's are specific, measurable, attainable, relevant, and time-bound. By focusing on these key factors, you can track your progress and make data-driven decisions that drive success and improve the overall customer experience. Let us help you create a clear and strategic focus for your CX KPI's, and take your business to the next level.
As humans, we care about data because we feel a deep need to be masters of our own destinies.
"Analysis in the face of uncertainty is one way we wrest control from the whims of fate."
Fairness drives integrity
The most common error made by customer experience leaders is evaluating their agents' output based solely on the quantity of cases or tickets resolved, without considering the complexity of each case. Top performers like accountability. Accountability means caring, it means excellence matters, it means a commitment to something greater than ourselves.
When every customer interaction is treated as equal, agents have no incentive to address challenging support issues, which can lead to a poor experience for customers.
Our team can develop KPIs that provide a comprehensive view of your team's workday, highlighting the efforts of agents who are consistently performing well and providing opportunities for coaching and development for those who may not be challenging themselves.
Actionable metrics
What is the point of using KPIs if your team feels like the results are random? To accurately measure customer satisfaction (CSAT) and customer effort score (CES), you need to ensure that your support processes engage customers enough to gather enough survey responses. If your CSAT and CES process is not properly calibrated, you are more likely to only receive responses from dissatisfied customers, resulting in distorted data. To accurately assess the effectiveness of your support strategies, language usage, and service quality, it is necessary to adjust your internal support strategies and ensure that your process for gathering feedback is properly calibrated.
To ensure their effectiveness, KPIs should be aligned with the overall business strategy and desired outcomes. Our team can help you define KPIs that align with your customer experience strategy and implement support workflows to help you achieve your goals. The business strategy should be the driving force behind your KPIs.
Alignment
