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Guide: The KPI formula to customer service success

The most successful KPIs for customer service


How we measure and act on customer service performances determines our future results. By creating conditions to understand and act on our collected data – we can deliver even better customer experiences. Each contact center has unique goals, which is why the KPIs must differ. The guide will help you find the best KPIs for customer service and your unique goals.

Some KPIs are directly affected by the performance of customer service employees’ and others are not. How we measure and act on these has a major impact on how we create engagement and future successful results. The KPIs into 4 different categories to simplify the decision on which metrics to prioritize, depending on the goals of your customer service. Providing a clear structure and explaining how to involve the whole organization in what purposes the KPIs meet.

The measuring effect

Create better conditions for customer service progress with the right KPIs. Once we understand what to measure and how to act on our metrics, we can take action.

The KPI guide contains:

  • The most important KPIs based on your customer services goals
  • Streamlining follow-up and reporting methods
  • Coaching tips for engaging and raising specific KPIs
  • How and why certain KPIs will affect your customer service

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