SLA performance: Most companies have service-level agreements (SLAs) for the contact center, including items such as the most amount of time customers should wait on hold, for example.For example, you may create an easy-to-find knowledge article, optimized for search, to help customers resolve an issue fast. Customer effort: Are you putting too much onus on the customer? Determine ways to reduce customer effort.Has a frustrating customer service experience contributed to churn? Customer retention: Pay attention to what happens after the customer disconnects.Revenue: Review your contact center analytics to determine if quality customer service is contributing to a higher number of transactions or greater sales per customer.To gauge CSAT, send out quick surveys to get a sense of how happy customers are following their interaction with your service team. Customer satisfaction: High customer satisfaction (CSAT) is still the holy grail for service teams.Here are some best practices to keep in mind based on the five most important service metrics today:

Analyze a range of metrics to better understand the customer and their relationship with your company overall. Handle time is an important metric, but it doesn’t tell you the whole story. Ask agents for their feedback so that you can improve the experience for every employee. Train them on the latest features and functions. Technical expertise: Ensure your technology is intuitive for agents.Provide opportunities to shadow and collaborate with experts to improve their product knowledge. Encourage agents to study company protocols, products, and services. Product knowledge: Update all employees on any new releases or updates.Express the importance of putting yourself in the customer’s shoes. Teach agents the basics of communication, including listening, positive language, persuasion, and empathy. Interpersonal skills: At the end of the day it’s how you make people feel that matters the most.Focus on development of both hard and soft skills including: It’s important to provide ongoing training to support agents in their more complex roles. As a result, 55% of agents say they need better training to do their jobs well. Agents today must actively listen, exhibit empathy, showcase product knowledge, and deliver a personalized experience to every customer, all while resolving cases quickly.

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