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 if 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 go away. It just means there is now an executive summary of them.

Would a macro metric work at the contact center level?

It's difficult to tell. 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.

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