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It also becomes harder to meet service levels and customer experience goals measured by metrics such as first contact resolution, customer satisfaction, and customereffort score. When you hire and onboard agents and managers with intention and care, you increase your chances of creating a positive and empowering culture.
With efficiency metrics under control, contact centers can focus on gaining high scores on customer experience metrics such as Net Promoter Score (NPS), customer satisfaction (CSAT), and customereffort score (CES).
Organizations conduct surveys or interviews based on an agreed-upon scoring system and classify responses such as: Very satisfied Satisfied Not satisfied Very unsatisfied CustomerEffort Score (CES) A business metric that measures how easy or difficult it was for the customer to get their issues resolved in your contact center.
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