It’s become quite evident that customer experience is a top priority for the majority of organisations, and the reason is simple: better customer experiences increases revenue — resulting in higher profits.

Find out how to improve your customer experience with the latest industry trends.

So, when there’s a noticeable dip in NPS and customer experience goes right down, so too, does revenue. At this point, contact centre leader’s spider senses are tingly, there’s a problem somewhere in my contact operations, but where?

If you work in a contact centre environment, you’re probably familiar with a range of customer experience-related metrics, each with a fancier name than the last.

These customer experience metrics measure a variety of different elements that contribute to the customer’s overall experience.

But while they may all come from slightly different perspectives or viewpoints, each is ultimately trying to answer the same key question: “Was the customer happy with their interaction with our business?”

In other words, each is trying to measure “customer happiness”.

Whether you like it or not, in today’s disrupted economy, the business world has entered a new age.

The “age of the customer”.

In the age of the customer, consumers have the power. The traditional giants (you know who I’m talking about…) no longer hold sway like they once did. Instead, customers are choosing brands that not only offer the best value, but also the best service. Which means that those businesses and brands that fail to evolve and change are often getting left behind.