General Customer Experience & Contact Center FAQs

What are the most important KPIs for a contact center operation?

Key KPIs such as First Call Resolution (FCR), Customer Satisfaction (CSAT), Average Handle Time (AHT), Net Promoter Score (NPS), SLA compliance, and agent utilization provide clear insights into performance and service quality.

How do these KPIs impact performance?

Monitoring these metrics helps identify bottlenecks, improve efficiency, and enhance customer experiences by ensuring issues are resolved quickly and effectively.

Why does this matter for CX?

Tracking and acting on KPIs ensures operational excellence, reduces costs, and builds trust with customers through consistently high-quality service.

Learn more about optimizing contact center KPIs

General Customer Experience & Contact Center FAQs