Kate Leggett on prioritizing customer service metrics

Kate Leggett on prioritizing customer service metrics

Kate Leggett on prioritizing customer service metrics

Date: Jun 01, 2011

In this video, Kate Leggett, an analyst with Forrester Research, discusses how business executives and call center managers can find the right customer service metrics to achieve their goals and balance cost cutting with customer service initiatives. She also shares her warnings on finding the right level of granularity with contact center metrics.

Kate shares some more thoughts on KPIs, Balanced Scorecards and customer service metrics on her blog. 

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