... METRICS HAVE ALWAYS BEEN THE NORTH STAR. [ BUT ] WHAT IF THE MET‐ RICS WE TRUST SO DEEPLY ARE ONLY TELLING US HALF THE STORY?
METRICS
BY KUMAR CHINNAKALI, CAPGEMINI
ILLUSTRATION PROVIDED BY ADOBE STOCK
ARE YOU LISTENING FOR THE SIGNALS? AI-ASSISTED SIGNAL-CENTRIC METRICS GO BEYOND SATISFACTION SCORES.
In contact centers, metrics have always been the north star. We measure everything: customer satisfaction( CSAT), first contact resolution( FCR), Net Promoter Score( NPS), and we use those numbers to guide investments and decisions.
But let’ s pause for a moment. What if the metrics we trust so deeply are only telling us half the story?
Yes, NPS, CSAT, and FCR are reliable indicators. They are not wrong. They help us compare, track, and report what is happening in the contact center.
18 CONTACT CENTER PIPELINE
Yet they miss something fundamental: the unspoken signals:
• The sighs, silences, and the hesitation in a customer’ s voice.
• The subtle mismatch between an agent’ s cheerfulness and a customer’ s quiet anxiety.
These moments don’ t show up on a dashboard. But they shape the real customer experience( CX).
... METRICS HAVE ALWAYS BEEN THE NORTH STAR. [ BUT ] WHAT IF THE MET‐ RICS WE TRUST SO DEEPLY ARE ONLY TELLING US HALF THE STORY?