These basic metrics will give you a good idea of the type of service your customers are experiencing and the level of their satisfaction.

A Knowledge Hub accessible by both support agents and self-service users will improve your metrics because people will find the correct answers faster. And self-service is a cost-effective way to give great support even during peak support times because a certain percentage of customers will opt to help themselves, relieving some of the pressure on your contact center.

Author: Simon Yelsky