Over the last three decades, the service and support function has evolved from a reactive function focused on cutting costs to a proactive engine for mitigating disloyalty and driving growth. Despite this evolution, many organizations are still using the same old metrics to measure success. Stay ahead of the curve by reevaluating your metrics approach.
Download the Gartner guide to learn how to:
- Identify appropriate customer service metrics with a hierarchy framework
- Establish the relationship between metrics and business objectives
- Demonstrate how performance supports the achievement of business objectives