Rethinking CX & contact centric metrics for 2024 and beyond

Today, modern contact centers are looking for a way that they can improve their customer and employee experiences. So, what is the best way to do so?
This white paper dives into the CX landscape, emphasizing 3 objectives: increasing customer lifetime value, uncovering actionable intelligence, and strengthening brand value.
Additionally, it reassesses metrics like average handle time, cost per interaction, containment rate, and customer retention rate. Future metrics include avoidable support ratio, predictive personalization score, and customer action score. By rethinking performance measurement, contact centers can align with customer-centric and revenue-driving goals.
Read the full report to discover the metrics for your contact center's success.