What is a Macro Metric?
There is a not yet widely adopted theory that businesses should distill the measurement of their success down to a single KPI - the macro metric. The macro metric is supposed to be a single measure of a company's health and an indicator of whether or not the organization is living up to its brand promise.Would a macro metric work at the contact center level?
Customer satisfaction (CSAT) scores and Net Promoter Scores (NPS) might come close to being viable candidates, but they have their limitations. For example, each is most effective when used in conjunction with other KPIs, which defeats the whole purpose of having a single macro metric. There's no denying that contact centers would benefit from having their many metrics simplified, but perhaps a macro metric isn't the best way to do that.How NiCE is Redefining Customer Experience
NiCE offers the industry’s only unified AI platform for customer service automation. CXone revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Interaction Orchestration
Omnichannel interaction routingDigital and Voice ChannelsAutomatic Call Distributor (ACD)Interactive Voice Response (IVR)Proactive Engagement