Great article, Miles Goldstein! My previous company did exactly what you're saying not to do - we over-emphasized CSAT, AHT, FCR etc. without digging into the details and did not define clear outcomes.
mercer that was wonderful, thank you!
Sarah Betts I can't believe that's the KORE question! I couldn't find it for the life of me - just the scale and anchors. 😂 😂 😂
Miles Goldstein thank you! I look forward to your article!
I just learned about TSIA's KORE score which they say is a replacement for NPS. Would love to hear anyone's perspective on this!
Would love to attend but currently unemployed so my personal email address isn't getting accepted.
