The top 5 metrics shaping bank & credit union performance

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In the world of banking customer service, the contact center plays a bigger role than ever before. In a recent survey, hundreds of customer service and IT leaders were asked about the most important KPIs in regard to the customer experience and evolving customer demands.

In this article, you will see those survey results as well as get an in-depth look at the current top 5 contact center performance metrics including, first contact resolution, net promoter score, average speed of answer, and more.

Read on to learn more about these key metrics and how your organization can get accurate insights into your call center performance as well as how to improve.

Jun 19, 2024
Jun 19, 2024
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