I said it in a previous article <\/a>and am probably starting to sound like a broken record, but there are technologies designed to help agents find just the right response and customize appropriately. Leveraging the right technology can not only improve quality but also improve efficiency by reducing the amount of time searching for answers and decreasing the number of clicks required for agents to support customers.<\/li>\n<\/ol>\nAs I stated at the beginning of this article, there are most certainly plenty of other metrics on your dashboard and for a good reason. No need to throw them out on my account by let\u2019s be a bit more intentional about how we track productivity and quality. When it comes to these metrics, be extra careful that you strike the right balance.<\/p>\n","protected":false},"excerpt":{"rendered":"
Image by Harald Funken from Pixabay<\/p>\n
This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post.
\nWhen I say \u201cmetrics\u201d what\u2019s the first thing that comes to mind? If your answer is spreadsheet…<\/p>\n","protected":false},"author":7854,"featured_media":897894,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,88,84,94,87],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/933439"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7854"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=933439"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/933439\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media\/897894"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=933439"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=933439"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=933439"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}