Using task completion rates to understand customer service experiences

Date: October 22, 2010
Pages: 10
Price:
US$ 895.00
Publisher: Ovum
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: U686089373DEN
Leaflet:

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Using task completion rates to understand customer service experiences
License Price: US$ 2,240.00

While the contact center has evolved into a strategic asset for enterprises, the metrics used to gauge contact center performance have not. Enterprises adopting the task completion rate (TCR) metric will find it significantly easier to create best practices around their self-service and call routing solutions. The most successful improvements in the voice channel come from insights gleaned through consistent tracking and analysis of task-based metrics.
Executive summary
In a nutshell
Ovum view
Key messages
Market developments
Overview
The wrong metrics create false impressions
The problem with current metrics
Customer impact of task completion rates
The importance of TCR
Operational KPIs
Cost KPIs
Agent KPIs
Quality KPIs
Strategic KPIs
Evolution of performance metrics
The growing role of TCR in the future
Strategic recommendations for enterprises considering tracking TCR
Tear down silo walls
Get all stakeholders on board
Commit to improving TCR over time

LIST OF FIGURES

Figure 1: Most challenging interaction channels for customer service in North America
Figure 2: Interactions broken into tasks
Figure 3: The evolution of performance metrics in the contact center
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