Data on sentiment, hold times, satisfaction patterns.
Customer Experience Metrics capture data on sentiment, hold times, satisfaction patterns, and overall customer experience quality. They measure how customers feel about their interactions.
The purpose is to understand and improve the customer experience. These metrics go beyond efficiency to measure whether customers are satisfied with their interactions.
The system analyzes calls for sentiment, tracks experience-related metrics like hold time and transfers, and may include direct satisfaction feedback collection.
Customer Experience Metrics reveal satisfaction drivers, identify experience issues, enable proactive improvement, and correlate with business outcomes like retention.
Customer Experience Metrics ensure focus on what matters most—how customers feel about doing business with you.