Customer Insights and Analytics: 2023-24
Author: Robin Gareiss, CEO and Principal Analyst
Data is king when it comes to delivering solid customer experience. This study examines how companies are gathering, analyzing, and acting upon customer feedback and agent Key Performance Indicators. We will cover the following:
- What agent performance metrics do organizations track, and how are they using them?
- What are the actual average numbers that align with these metrics, so you can see how yours compare?
- What tools are companies using to gather Voice of the Customer (VoC) data?
- What data are they gathering, and how do they make decisions based upon them?
- What do companies spend on the tools, and who makes the decisions?
