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In this video, the focus is on customer satisfaction as a metric in call centers. Freya from Cassandra Ninja provides real stories and tips to help viewers navigate the call center lifestyle. She explains that customer satisfaction measures how happy customers are with the service received over the phone. This is the first episode in a series about understanding different call center metrics, aiming to offer tips and ideas on how to improve performance in this area. Subscribe for more content like this and stay tuned for valuable insights.