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5 Customer Service Metrics You Should be Tracking Right Now

CSM Magazine

They use them to create personalized wow experiences for every customer. Fix: Self-service tools like knowledge base and chatbot can be implemented to reduce the total number of issues that escalate to support agents. The score given by customers at the end of their interaction with support agent. Customer Satisfaction (CSAT).

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Customer Service in the Digital Age

CSM Magazine

Stakeholders—internal or external persons, companies, or social groups—have a vital interest in a company’s actions, policies, and objectives. These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. Omni-channels. Artificial Intelligence.