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One of the secret ingredients to excellent customer satisfaction is reducing friction at every point. CustomerEffort Score is a great way to do this. It’s no surprise that reducing friction at every point is one of the secret ingredients to excellent customer satisfaction.
At Outsource Consultants, we have identified four key metrics that provide a comprehensive assessment of customer experience: Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT) , CustomerEffort Score (CES) , and First Contact Resolution (FCR). FAQs About Contact Center KPIs 1.
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