Love this “vital few” framing, Nick. Human-handled contacts per customer and customers per CSR are such clean, reality-check metrics when everyone’s still obsessing over AHT and FCR in a vacuum.
I actually just wrote about Five CX Metrics That Make Executives Sweat over on Decoding Customer Experience, and your piece pairs really nicely with that idea: stop worshipping the easy-to-track numbers and start looking at the ones that make people a little uncomfortable.
I love these Mark, especially Broken Promise Rate. Would be great if more companies put the data sensors in place to be able to measure things from a customer perspective
Love this “vital few” framing, Nick. Human-handled contacts per customer and customers per CSR are such clean, reality-check metrics when everyone’s still obsessing over AHT and FCR in a vacuum.
I actually just wrote about Five CX Metrics That Make Executives Sweat over on Decoding Customer Experience, and your piece pairs really nicely with that idea: stop worshipping the easy-to-track numbers and start looking at the ones that make people a little uncomfortable.
https://www.dcxnewsletter.com/p/five-cx-metrics-that-make-executives-sweat?r=6ook&utm_campaign=post&utm_medium=web
I love these Mark, especially Broken Promise Rate. Would be great if more companies put the data sensors in place to be able to measure things from a customer perspective