Home
/
FAQs
/
On-Demand Customer Support
/
What KPIs should a VP of CX monitor when implementing an on-demand customer service solution?
Frequently Asked Questions
On-Demand Customer Support
What KPIs should a VP of CX monitor when implementing an on-demand customer service solution?
VPs of CX departments may track the following metrics:
a) First response time
b) Average resolution time
c) First-contact resolution
d) Service level achievement,
e) Customer satisfaction
f) Net Promoter Score, and
g) Quality assurance scores.
In addition, they can also monitor ticket backlog, escalation rates, and cost per interaction to evaluate operational performance.