Customer Experience professionals are tasked with creating a world-class experience for their customers. They’re keenly focused on achieving the highest possible customer satisfaction ratings, maximizing customer retention, minimizing churn, and earning referrals from thoroughly satisfied customers.

But how do you measure customer satisfaction? There’s not just one metric that will tell the whole story.

In this eBook you will learn:

• What metrics are best for measuring overall customer satisfaction—both long and short term.

• How the performance of your call center affects the customer experience.

• Which call center metrics are worth keeping an eye on. 

• Why it’s important to measure all your metrics over time.