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Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

Comm100

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems.

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Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience

ShepHyken

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. You may also keep in mind that dissatisfied customers tend to share their feedback more easily than satisfied ones. Type: Customer Centric.

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