In today's customer-centric business landscape, measuring the success of your customer service team is paramount. While CSAT is a tried and true measurement, it is often a mere snapshot of a customer's opinion at a particular moment. Therefore, too much emphasis on CSAT scores can result in a narrow focus on achieving high scores rather than on improving the overall customer experience.

To overcome this challenge, leaders must explore additional metrics to better understand their customers. By identifying and utilizing the right emerging metrics for their goals, leaders can have a more nuanced view of how customers are feeling and uncover areas where their customer service team can improve.

Watch our panel of customer service leaders as they share their insights and experiences in finding the right metrics that drive business growth and help them stay ahead of the competition.