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When is comes to measuring the customer experience, which metric is best? Is it Customer Satisfaction (CSAT)? Net Promoter Score (NPS)? Customer Effort? The answer may surprise you.
There is value in all three, but it's all about how you use the data. Watch and learn.
Which customer experience metric is considered most important in your contact center? Leave your comments below.
Jim Rembach is the Board of Advisor Chair for Call Center Coach. He is also a former call center supervisor. He is a Call Center Leadership Council Member, CX Expert for the Customer Experience Professionals Association and is a certified Emotional Intelligence (EQ) practitioner. He is a contact center auditor and employee retention specialist, and holds a US trademark for the “Servant Teamwork®” leadership and organizational transformation methodology. Jim has authored nine books regarding contact center quality, employee engagement, customer experience and leadership development. He is also the host of the Fast Leader Show.
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