Contact Center Metrics That MatterModern contact centers require that everything is measurable and analyzable. Relevant contact center metrics have shifted from standard metrics, such as average handling time to wider and more customer-centric indicators, such as customer satisfaction.
New consumers are more knowledgeable and demanding and therefore expect perfect service at all times. On top of that, with the rise of social media and blogging, the power balance between consumers and businesses has shifted, giving customers unprecedented power over companies. In circumstances like this companies need to completely focus on their customers and customer service levels.