Key Contact Center KPIs, Defined

Learn about the most common CX metrics on your customer service journey.

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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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