Benchmark Customer retention Interactive Voice Response Schedule adherence 
Playvox
JUNE 22, 2023
These metrics or key performance indicators (KPIs) are put in place to help leaders benchmark and track improvements to agent performance, call center operations, and ultimately how these metrics lead to improved customer service delivery and outstanding customer experience.
Pointillist
JANUARY 25, 2019
These scores are calculated by using the following formula, with only responses of 4 (satisfied) and 5 (very satisfied) included in the calculation. This is because most CX practitioners believe that using the two highest values on feedback surveys is the most accurate predictor of customer retention.
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