General Customer Experience & Contact Center FAQs

Important call center metrics include Customer Satisfaction (CSAT), Average Handle Time (AHT), First Call Resolution (FCR), agent occupancy, and adherence. Tracking these KPIs helps measure efficiency, service quality, and customer experience outcomes.

Why are these metrics important?

These metrics provide visibility into performance, identify areas needing improvement, and ensure agents are meeting customer expectations while maintaining operational efficiency.

How do these metrics improve operations?

Regularly reviewing KPIs helps optimize staffing, training, and workflows, leading to faster resolutions, happier customers, and improved agent productivity.

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General Customer Experience & Contact Center FAQs