Breaking the Ice Episode #9: Our Favorite Customer Service Metrics


It’s here! Episode #9 of Breaking the Ice is a good one. In this episode, you’ll learn some juicy information about Jenny and I. First, you’ll learn about our least favorite nicknames.

You’ll also learn about our favorite customer service metrics. We are in agreement that it’s important to gain an understanding of the reasons customers contact us and the issues that impact customer satisfaction. We then use that information to improve the customer experience.

Here are the questions for this week’s episode:

Icebreaker: What’s your least favorite nickname?

Customer Service Question: What’s your favorite customer service metric and why?

Be sure to leave your answers in the comments below and let us know if you have any questions you’d like us to answer in future episodes.

Jeremy Watkin is a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.

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