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 the Head of Quality at FCR, the most respected outsource provider. He has more than 15 years of experience as a customer service professional. He is also the co-founder and regular contributor on the Customer Service Life. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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