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Customer Service Metrics - Don't Buy Into The Single Statistic Fallacy

Saturday, 26 July 2008

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Customer Service Metrics - Don't Buy Into The Single Statistic Fallacy

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Customer Service Metrics - Don't Buy Into The Single Statistic Fallacy

How much do you weigh? Are you happy with that number? That particular figure may or may not have much bearing on your physical figure, on your shape or your overall fitness level. The same thing applies to customer service, especially to measuring service quality in a call center environment. At present, there is too much reliance on too few statistics that mean little, by themselves, says this CNBC customer service commentator, top consultant, and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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