The Social Security Administration has come under fire for AI phone glitches, long call times and website outages.

The customer service team perceives they have little visibility into potential and ongoing issues, often relying on customers themselves to fill them in. One of the worst-case scenarios is the ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond.

Below are some key executive metrics for customer experience and why they are important:. 1. Baseline Data . The data used to benchmark or compare your results. This is typically data from the end ...

To overcome this, it is necessary to choose the right customer experience (CX) metrics. Part of this means that you need to choose data and performance calculations that are critical to your ...

2. Call Answer Rate. One critical metric we always look at is our call answer rate, especially in our busy season. We are more than a software company, we are a customer service company first.

Customer service organizations have been grappling with how to measure success forever, and we’ve seen frequent swings between the dominance of efficiency metrics, such as service level, average ...

While tactical customer service measures are typically managed by a single company department, strategic customer service innovations — that is, those that reflect what the customer is actually ...

The Social Security Administration has stopped publishing key customer-service metrics, which will make it more difficult to track whether performance is improving or eroding over time. As a ...