known as first call resolution or first touch resolution, first contact resolution is the percentage of customer queries or issues resolved successfully on the first interaction.
This is a way to measure customer issues that never became cases – often because customers were able to help themselves through self-service tools, or via automated processes.
8. Agent case volume
Agent case volume is important and straightforward. Tracking it can show when agents are overloaded or conversely, when you’re overstaffed.
9. Customer Lifetime Value (CLV)
CLV estimates the value a customer brings to the business throughout their entire relationship with the company. Knowing this information helps the business with strategic decision-making for customer acquisition and retention, and may help service agents recognize high-value customers who deserve a little extra help.
10. Customer retention rate
This is the percentage of customers at the beginning of a america phone number list specified period who remain customers at the end. Higher customer retention rates demonstrate loyalty. Service agents have the power to help turn poor situations around and contribute to customer retention.
11. Sentiment analysis
Through the power of AI, you can use natural language processing (NLP) to analyze customer feedback and comments to gauge overall sentiment (positive, negative, neutral) and identify areas for improvement.
Get started with customer service analytics
Customer service analytics is a powerful tool to drive customer satisfaction and business success through data-driven decision-making. Here are some steps you can take to get started:
Decide which KPIs you want to measure, based on your goals.
Learn about customer service analytics technology solutions that will help you track these KPIs – like Salesforce’s Service Intelligence for Service Cloud.
Implement your technology solution and train staff.
Tackle areas that need improvement one-by-one, based on your goals.
According to recent research, 88% of customers said good customer service makes them more likely to make another purchase. Really, what better outcomes are there?