Consumers expect more from support teams than ever before. Research from American Express and Harris Interactive shows that customers tell fifteen other people about bad support experiences, and 89% of consumers have switched brands because of bad support. 
But the way brands measure support is outdated. Metrics like AHT and FCR measure efficiency, but a speedy interaction isn’t always a good one. Similarly, CSAT can capture sentiment, but it’s static. The main problem? None of these metrics give teams actionable insights into how to improve support operations or the quality of interactions.

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