One of the most common mistakes organizations make is tying performance goals and targets directly to CX metrics, undermining their true value and intent.
Many organizations face a challenge when using metrics like NPS to evaluate frontline employees, as these metrics often reflect factors out of their control.
Demotivated employees due to unfair metric evaluations lead to poor customer service, with employees opting to handle easier cases to protect their scores.
While debate continues on the best CX metric, the emphasis should shift to how these metrics are applied rather than the specific metric chosen.
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