In recent years, there’s been increased attention on the importance of a best-in-class Customer Experience (CX). According to Zandesk’s 2022 CX Trends Report, 61% of respondents would switch to a competitor after just one bad interaction or experience with a company. Yet, many leadership teams and managers struggle to assess the value and success of their customer service. Luckily, with the help of a few key metrics, employers can create actionable plans to improve the qual