Improving Your Live Chat ROI: 10 Key Metrics

Live chat metrics can be broken down into three types: those that advance operational efficiency, those that advance customer service, and those that are a poor use of time/energy to measure.

Read on to learn why nearly half of these 10 metrics are designed to capture customers that are never even served by live chat agents: http://www.icmi.com/Resources/Chat/2015/11/Improving-Your-Live-Chat-ROI-10-Key-Metrics