General Customer Experience & Contact Center FAQs

Key performance indicators (KPIs) for contact centers include metrics that measure efficiency, customer satisfaction, and agent productivity.

Which KPIs matter most?

Commonly tracked KPIs include:

• First Call Resolution (FCR): Measures issue resolution on the first interaction.
• Average Handle Time (AHT): Tracks the average time spent per interaction.
• Customer Satisfaction (CSAT): Captures customer feedback on service quality.
• Agent Occupancy: Monitors agent workload and efficiency.

Why are KPIs important?

KPIs provide insight into performance gaps, operational efficiency, and customer experience, allowing leaders to make data-driven improvements.

How can AI improve KPI results?

AI-driven tools optimize routing, automate workflows, and surface insights that improve key metrics like FCR and CSAT while reducing AHT.

How does this create a NiCE world?

In a NiCE world, data-backed KPIs ensure contact centers consistently deliver measurable, high-quality customer experiences.

Use KPIs to drive smarter decisions, improve efficiency, and delight customers.

See how it works in action

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General Customer Experience & Contact Center FAQs