According to 2018 ICMI Research, customer experience strategy is a top priority for contact center leaders this year. The challenge? Determining which KPIs to use to track success, and interpreting all the data already available to drive meaningful results.
Watch this webinar as we walk you through the ins and outs and CX metrics, and help you discover new ways to understand even the most complex customer feedback. We’ll also show you how the contact center can deliver actionable insights that will fuel success across the rest of the business.
You will learn:
- How to determine the right mix of CX metrics for your team
- How to design dashboards that measure what matters most to customers and inspire agents to deliver
- How to better leverage contact center data to drive operational excellence