Olivia Trott

Did you know that companies that deliver exceptional customer experiences drive revenues 4% to 8% higher than their competitors? Delivering exceptional customer service is a prerequisite in today’s competitive environment. Your customers are the lifeline of your business.  To put it simply, they choose you to serve them and so they expect the best of you. Nothing less than that would do. That begs the question, how do you gauge the quality of your customer service? Answer this. You have a contact centre as a part of your brand marketing. Would you ring the panic alarm only after receiving a huge number of customer complaints? Don't you think your image in the public eye would be damaged by then?  The better option is to consistently monitor your contact centre performance by indexing KPIs.   What are KPIs and how do they matter?  KPIs are Key Performance Indicators.  As the term suggests, these are metrics fixed by the management to assess the performance of a ...