As we enter upon and continue through 2026, IT Service Management (ITSM) continues to change faster than ever. Artificial intelligence, automation, and new security priorities are redefining how IT teams support their organizations.
Customer Effort Score (CES) is a customer experience survey metric that measures the perceived effort customers must exert to use a company's product or service. CES metrics are collected via surveys across various touchpoints in a customer's journey.
For customer experience (CX), call center, and IT help desk leaders, measuring customer satisfaction is about gaining insights that help you make better decisions. Choosing the right customer experience metric matters. It can mean the difference between fixing problems as they happen and preventing them before they occur.
Customer satisfaction is a direct representation of the effectiveness and overall health of your business. Satisfied customers are more likely to remain loyal. And inevitably, the more satisfied loyal customers you have, the more revenue your business will generate.
Every support department holds critical knowledge. Each team:
Call centers are the heartbeat of any business. They help customers make purchases, solve problems, and stay loyal. But the work can get repetitive. Agents often spend hours answering the same questions, routing tickets, or sharing simple product links.
Call centers are a vital component of the customer experience. Without them, customers and customer service operations lack direction.
Managing a call center successfully means understanding numerous Key Performance Indicators (KPIs) and metrics. One of the most important performance metrics to track and optimize is called "occupancy."
Call center routing is the process of directing customers' phone calls to call center personnel based on certain variables or parameters.
Customer service teams face constant pressure, with the need to balance speed with delivering a quality customer service experience every time. Try and rush a call, and customers feel like just a number, or unheard. Go too slow, and costs increase while customer satisfaction also drops.
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