Measuring customer service performance can be tricky. Speed helps reduce queues and waiting time, but quality ensures customers feel understood and properly supported. Different organizations prioritise these metrics differently, yet both can significantly shape the overall customer experience, What’s your take on the two: speed or quality
Gilbert Answered question
Quality is non-negotiable, speed might vary, but always strive to have it above average. There should be a proper combination of both speed and quality, so even in terms of scores, there has to be a combination to make a proper and realistic target to measure agents’ performance against
Gilbert Answered question