Gartner：2023重新评估客户服务和支持指标白皮书（英文版）（14页）.pdf

1、Gartner for Customer ServiceReevaluate Your Customer Service and Support Metrics2OverviewKey Findings Service and support leaders often struggle to demonstrate the value of service to the organization because they communicate using operational metrics rather than adopting better-suited metrics that

2、demonstrate tangible contributions to the business.Many service and support leaders acknowledge or suspect that their current metrics are not fit-for-purpose but struggle to determine which performance and CX metrics to use to evaluate and drive their business objectives.Service and support leaders

3、often attempt to fit current metrics to new objectives,rather than undertaking a more holistic review of the value of each metric.Recommendations Resist the urge to jump straight to auditing and identifying new customer service and support metrics,by first articulating your business objectives.Ident

4、ify a small number of strategic metrics to demonstrate your business objective progress to the C-Suite by utilizing a metrics hierarchy.Drive functional performance by holding your management team accountable for the achievement of a small set of operational metrics that correlate with each strategi

5、c metric.Identify appropriate metrics and qualitative competencies for your back-office teams and frontline rep scorecards by ensuring that they ultimately align with the objectives youre trying to achieve and are directly controllable by the individual.Faced with evolving business priorities,many c

6、ustomer service and support leaders find their performance and CX metrics no longer align with their functional and corporate objectives.Reevaluate your metrics using a hierarchy to ensure they support current business objectives.3IntroductionIn many organizations,the metrics used to drive toward an