Measuring out all the ingredients in exactly the right proportions has always been critical to the success of any recipe. Get the quantities ever so slightly wrong and you are likely to end up with a culinary disaster. In the world of customer communications, it’s equally important that measurements are accurate, but organisations also need to ensure they are measuring the right things. Traditional ways of measuring success, using such metrics as average call handling time (AHT) and the number of calls each agent manages to process during the day, are increasingly outdated.
In the digital age, the recipe needs to change. With more interactions being passed through self-service channels, those engagements handled by agents are typically more complex and can also be more sensitive or often driven by emotion. Today’s measurement tools need to be able to recognise that shift as well as accurately evaluating these new kinds of interactions.Download Recipecard 4