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Sentiment Analysis: Determining customeremotions and attitudes expressed in text and voice interactions. Topic Modeling: Identifying recurring themes and topics within customer conversations. Trend Identification: Spotting patterns in customer behavior and preferences.
Instead, metrics should paint a holistic picture of customer experience and operational success. Core Metrics to Include in Your Framework Here are some essential metrics to consider: First-CallResolution (FCR) : Measures how often customer issues are resolved in a single interaction. How will success be measured?
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