Key Contact Center KPIs, Defined

CSAT is your customer satisfaction score. This metric measures your customers’ satisfaction with your business, service or product, and is typically collected through the use of a post call or post- interaction survey. Important to note about CSAT: The number of collected survey responses through conventional means is less than between 3-5% of total responses; typically, the main responses come from only the happiest or angriest customers, which greatly skews CSAT scores.

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