Coaching Course Customer effort Schedule adherence 
Fonolo
SEPTEMBER 21, 2023
Customer Satisfaction (CSAT) Customer satisfaction is, of course, the reason we’re all here. This call center metric is an essential gauge of customer perception — how they perceive your product and service. One of the secret ingredients to excellent customer satisfaction is reducing friction at every point.
Pointillist
JANUARY 25, 2019
So how can you balance the need for operational efficiency with meeting customer expectations? It’s no easy task, but the right mix of call center metrics and KPIs can help you stay the course. Customer service leaders need to tune in to one set of KPIs, but front-line managers need a different view.
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