CX Metrics

Explore the next-gen key performance indicators organizations should add to their measurement framework to track digital transformation and process optimization success.

Discover how organizations can formulate a more comprehensive approach to measuring agent experience using next-gen key performance indicators.

What gets mismeasured gets mismanaged. Explore best practices for tracking CX metrics, measurement performance and setting goals.

We all know about customer effort and its impact on customer loyalty but what is your company doing about agent effort? Learn how to make things easier in customer care.

Customer expectations have evolved, but people still don’t want to feel frustrated. Get ahead of the changes in order to create a low effort experience your customers will thank you for.

Tracking the success of the player support experience is an important part of keeping players satisfied. Take a closer look at some of the most common customer service metrics used by games companies today.

Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?

Digital transformation requires a whole new set of KPIs to track success. Discover which metrics are right for you.

Learn when to use Net Promoter Score versus Customer Effort Score for the most accurate measurement of your customer service offering.

Ever since its inception, NPS has become the darling of management teams all over, and, as such, many organizations now use NPS as their primary CSAT tool. But is everyone relying too much on a single question?