Curated Experience

I had an interesting conversation with a colleague about analytics a few weeks ago about analytics software. We talked about AI and advanced analytics but I digress. I want to talk about what service leaders measure, particularly in the contact center or service centers. What are you measuring? Do me a favor, bring out your scorecards and lets evaluate what you are measurin. I will wait. Let us start at the top of the organization. Most of your metrics tend to be financial, then it filters down to whoever the leader CCO, over the CX organization. Let's start there. What is on that scorecard? This isn't rhetorical. Please share with us. So I suspect that scorecard has some efficiency metrics and some for effectiveness. So like most organizations you probably pretend to care about customers, who doesn't at least pretend to be into CX right? Let's stay there for one second how are you measuring that all important metric. NPS? CES? CSAT, WOM? Why are you interested in measuring customer sentiment? Really why? I s