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.

Business functions, especially marketing departments, tend to focus on a whole host of "micro" measurements, so much so that it's easy to miss the big picture. The macro metric tries to solve this problem by focusing the organization on a single measure of success, similar to how GDP growth is a single indicator of an economy's health. Adopting a macro metric doesn't mean all the other KPIs are superfluous; it just means there is now an executive summary of them.

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 CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

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