Many managers can relate to the statement, “The metrics that customer service representatives (CSRs) are held accountable to, improve.” With this in mind, it is important to understand what the metrics and targets should be to establish goals for improving customer experience (CX) performance.
In this webinar, you will learn:
- Which leading CX metrics matter most to customer when contacting an organization
- Five key metrics for creating CX accountability at the CSR level and establishing goals
- Best practices for identifying and creating a process for improving CSR contact resolution performance
- How to keep CSR’s goal-directed behaviors on course with SQM’s four-step coaching model