Our Customer Experience Summit last week hammered home the point that we need to grasp the nettle about measuring what matters, as business models change and cuts in public services begin to bite.
This is made all the more challenging when companies operate across a range of channels, including social.
Actually, we are very good at providing and measuring voice metrics due to maturity, but with AHT still the most popular, there’s a long way to go in translating the value of conversations to bottom line benefits.
Will speech recognition help with this?.. What applications are going to win the day in helping front line knowledge workers give consistently great customer experiences?...  And critically how do we measure the ROI to the organisation?  
52 organisations are now part of CCA Customer Experience Council and are tackling these issues by case study and experience... more on this later!