Multi-Channel Contact Center Metrics for Analyzing Customer Satisfaction
With the rapid expansion of multichannel service, the importance of end-to-end customer experience visibility cannot be overstated. According to recent research from Ovum, 74% of consumers use at least three contact center channels for customer service-related issues, and 44% of consumers prefer non-voice channels.
This exclusive e-guide discusses the contact center metrics necessary to measure customer experience across multiple channels, including: chat, communities, email, social media, text messaging, and more. Also, get an in-depth look at social media channels in particular and learn how to avoid the top five pitfalls of social media in the contact center:
- Social media channels in isolation
- Viewing social media as a panacea
- Insufficient staffing and service-level planning
- And 2 more