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The good news is, there’s a lot of data coming into support organizations today through the many technologies and channels available. The bad news is all of this data can lead to metric overload. In the ever-changing customer support ecosystem, it can be difficult for managers to know which metrics really matter and where to focus for the best return.
It’s a good idea to periodically take a step back, look at the support metrics you’re tracking, and consider some newer metrics that may more accurately reflect today’s support center.
- Measuring the Customer Experience (CX)
Typically, customer satisfaction metrics like Net Promoter Score and CSAT are used as a proxy for measuring CX. After all, it stands to reason that if customers are happy, they’re having a good experience. While it’s absolutely important to measure customer satisfaction, it’s equally as important to dig deeper into metrics that more accurately measure CX, especially as organizations increasingly focus on CX as a competitive differentiator.