Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated. But the pandemic has forced individuals and companies to rapidly change how they live and work, and leading organizations are reorienting their customer experience efforts to better meet their customer’s needs.
The shift in priorities naturally calls for a realignment on how success is measured. According to a recent survey of enterprise contact center leaders across various industries, these are the most critical metrics for measuring and evaluating CX success in 2021.