Are You Using 1999 Metrics to Measure 2019 Customer Care?
FEBRUARY 7, 2019
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? The post Are You Using 1999 Metrics to Measure 2019 Customer Care? Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e.