The Customer Service Metrics You Should Be Using

We talk a lot about how technology evolves and how customer experience stays the same, but many of these conversations begin with how we measure outcomes for clients. In this episode, the guys get into the math of customer service metrics. How should you measure success of your contact center or IVA? Are there new metrics that shed light on your customers' experience? Or are traditional metrics still leading the way? Brian, David and Eric share how they measure success for their clients and share nuances on some of the metrics you're probably already using. Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.