How to Measure the True Impact of Support Surges on Customer Experience

Surges affect more than cost - they impact trust. Forrester research shows that service failures during peak periods disproportionately affect customer loyalty.

This blog explains how to assess surge impact holistically.

Common challenges explored:

• Declining CSAT during spikes
  
  

• Agent burnout
  
  

• Escalation delays for high-risk interactions

Supporting research:

• Forrester, Customer Experience Index (CX Index)
  https://www.forrester.com/customer-experience/
  
  

Recommended tool: Surge Readiness Checklist