CX Metrics

What gets mismeasured gets mismanaged. Explore best practices for tracking CX metrics, measurement performance and setting goals.

Gain an understanding of the challenges faced by customer experience (CX) leaders in setting goals for their metrics — and effective techniques to persevere.

We all know about customer effort and its impact on customer loyalty but what is your company doing about agent effort? Learn how to make things easier in customer care.

Customer expectations have evolved, but people still don’t want to feel frustrated. Get ahead of the changes in order to create a low effort experience your customers will thank you for.

Tracking the success of the player support experience is an important part of keeping players satisfied. Take a closer look at some of the most common customer service metrics used by games companies today.

Discover six ways brands can deliver top-level service and boost their customer satisfaction (CSAT) scores in the process.

Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?

Digital transformation requires a whole new set of KPIs to track success. Discover which metrics are right for you.

Learn when to use Net Promoter Score versus Customer Effort Score for the most accurate measurement of your customer service offering.

Ever since its inception, NPS has become the darling of management teams all over, and, as such, many organizations now use NPS as their primary CSAT tool. But is everyone relying too much on a single question?

From IVR, to self-service, to mobile, to social communities – this article covers several tips to reduce repetitive calls while maintaining service levels. And a good reminder: always be realistic with contact reduction.

First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.