Sean Moss, Co-Founder & VP of Scoutnet and StellaNStone.com, joined us on the Contact Center KPI podcast!Our KPI for this episode is Customer Lifetime Value (CLV). CLV is often complicated and most companies aren't focused on it. They are focused on average handle time, first contact resolution, or other "leading" indicators. Sean says, "Keep it simple". First, recognize that CLV is a KPI worth keeping track of. Whether you're an outsourced contact center or in-house.Then know that your other metrics may suffer when a customer has exceeded that value. It's okay if your AHT is higher for those top-tier customers. They shouldn't be rushed when on the phone.Lastly, know that customers go through journeys and find ways to improve that journey to increase your CLV.
