9 Contact Center Metrics Essential for Success
For companies and brands to thrive, their contact centers must engage and interact with customers in an efficient and effective manner. But how can you tell how your contact center is really doing? What KPIs matter most? Evaluating the success of your business requires analyzing the numbers — and when you know where your contact center stands, you’ll be equipped to establish a strategy for growth.
Key takeaways and actionable strategies include:
- Why contact center metrics are so pivotal
- The nine metrics most essential for a thriving contact center, including cost per contact, customer retention, response time and many more
- Equations and formulas you need to crunch the numbers
- Data and metrics about why tracking KPIs can be transformational for your company