METRICS
BY MANU PARHAR, WEBEX BY CISCO
ILLUSTRATION PROVIDED BY ADOBE IMAGES
11 MOST VALUABLE METRICS THESE WILL BOLSTER CX, PERFORMANCE, AND PRODUCTIVITY.
Standard contact center metrics and key performance indicators( KPIs) help businesses track and measure the success of their customer experience( CX), particularly as it relates to their call or contact centers.
But which KPIs are the most valuable and relevant to your contact center operation? Which ones can help boost agent productivity and bottom-line performance? And, most importantly, how do you improve them?
It’ s crucial, then, to ensure that your contact center is equipped to meet the evolving needs of your customers. By understanding and optimizing key metrics, you can position yourself for success in delivering exceptional CXs.
This guide will explore 11 metrics to track and why they’ re essential. Plus, we’ ll share best practices for measuring, acting on, and enhancing your most critical KPIs.
IMPROVING PERFORMANCE METRICS MAY REDUCE COSTS, INCREASE PROFITS, AND ENABLE YOU TO DELIVER A BETTER CX.
JUNE 2025 19