CSAT. NPS. AHT. Nearly every contact center has held their agents accountable for metrics like this to evaluate success. Does everyone really understand the values behind the measurements, or do we all just go along with it because it's “the way it’s always been done"? We've got Doug Rabold in the hot seat, helping us realize the true merit of metrics and how they can impact agent performance for better... or worse.

[6:21- 7:24] It’s important in any environment where you are looking at different metrics and various key performance indicators to look at them holistically. Each piece impacts another piece leading to a different performance. 

[10:39- 11:29] When a customer is calling in and they have a policy problem with how the company is treating the customer, there is nothing the agent can do about it. The agent could be fantastic, but if the policies are anti-customer then you aren’t going to figure that out with certain measurements. 

[14:12- 15:56] The biggest limitation of the metrics being used is how they only survey those who are consuming the service. They do not survey those who have given up on the service. These perspectives are just as necessary, if not more, in how to measure the service.

[20:58- 22:16] There are the five questions that you can ask to better improve your surveying, to make sure all opinions are heard and your company can grow. The areas that you’d want to ask questions about are quality, speed, technical ability, approachability, and communication. 

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