Which metric is considered a lagging indicator in the support center?

The metric identified as a lagging indicator in the support center is employee satisfaction. Lagging indicators are metrics that reflect the results of past actions or performance; they provide insight into the outcomes of systems and processes after they have occurred. Employee satisfaction is a measure of how content employees are with their jobs and work environment and is usually assessed through surveys or feedback mechanisms. This satisfaction can be influenced by multiple factors, including management practices, work conditions, and internal communication.

By evaluating employee satisfaction, organizations can gauge the effectiveness of prior initiatives and policies. Low employee satisfaction might reveal issues that have already affected morale and productivity, while high levels usually reflect successful past employee engagement strategies. Therefore, it serves as an important retrospective indicator of a support center's work culture and operational success.

In contrast, the other metrics listed tend to be more predictive or operational in nature. For example, unit cost is typically considered a current operational measure as it relates to ongoing financial management, and service delivery efficiency assesses the effectiveness of support processes in real-time. Customer retention rate could also be viewed through a retrospective lens, but it primarily reflects customer satisfaction and loyalty based on past service experiences rather than the internal factors influencing employee satisfaction. Thus, employee satisfaction is the most fitting example of a