Customer Experience | 5 metrics to improve customer experience

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Soon after the digital transformation, all companies needed to improve their brand perception through contact with call centers. Those who do not care about Customer Experience are left behind. We know that you care about improving the customer experience, because you are reading this article. That is why we are going to share some very important tips to help you with your company's customer service performance.

By implementing the following metrics, you will be able to quantify and qualify services to generate insights for experience improvements:

CSAT (Customer Satisfaction)
Providing the option for customers to saudi arabia phone numbers report their satisfaction is a shortcut to measuring the service provided. In addition to taking the feedback collected seriously, it is important to be aware of typing errors on the part of the customer before blindly considering the information. This is why it is necessary to cross-reference data from various metrics.

TME (Average Waiting Time) + its derivatives
Not even the clock likes to wait, right? So, one of the best ways to make the customer comfortable in an IVR is to reduce the waiting time. This can be done through IVRs with only three levels, so that the customer can self-service or contact an agent quickly and easily. You can compare the CSAT metric with the TME, TME answered and abandoned metrics to establish the most efficient waiting limit.