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Strategic insights into the direct commerce industry, including ecommerce, direct marketing and related fields

Measuring Service in the Contact Center

There is a great article in the July 25 issue of Multichannel Merchant, Calculating a Service-Level Goal, by Maggie Klenke. It’s a well written piece — and very focused on an important issue for customer service contact centers.

Maggie does a great job of delineating the details of and alternatives for calculating a service level. Most marketing managers and many operational managers, do not fully appreciate the nuances of the differences Maggie describes.

Its the old warning: the devil is in the details.

The more strategic implication of Maggie’s article is on the issue of what you really want to measure in a contact center. Do you know that you’re measuring what’s important to your customers — or are you just measuring what everyone else measures?

They may not be the same metric. And you need to know which is which.

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Filed under: Direct Commerce, Uncategorized

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