CSAT vs. NPS vs. CES: A Comprehensive Guide to Customer Service Metrics
AUGUST 9, 2018
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services? Are my customers willing to recommend my product or services to others?