Improve Customer Experience Performance with Proven Metrics and Best Practices

As the year winds down, leaders have a unique opportunity to reflect on achievements, tackle challenges, and prepare for an even stronger year ahead. Contact centers, once considered operational necessities, have evolved into critical drivers of customer loyalty, valuable insights, and measurable business outcomes. To unlock their full potential, leaders must focus on measuring performance and aligning improvements with business objectives.

CX Network and Nextiva offer the eBook Benchmarking Contact Center Efficiency: Key Metrics and Best Practices to help organizations boost performance. This resource provides actionable strategies and real-world examples to refine metrics, leverage automation, and build a thriving culture.

High-performing contact centers don’t just measure—they measure what matters. Metrics like Net Promoter Score (NPS), Customer Satisfaction (CSat), and First Contact Resolution (FCR) offer actionable insights that improve customer satisfaction and drive loyalty.

To ensure these metrics drive results, host quarterly reviews to analyze performance data and link it to business outcomes like customer retention and revenue growth. This alignment ensures metrics inform strategic decision-making.

Leaders can learn from organizations that have turned data into action:

• Adidas streamlined operations by tailoring performance metrics to improve agent efficiency and ensure consistent customer experiences across channels.
• Lowe’s used customer feedback metrics to identify pain points, which led to improved workflows and higher satisfaction rates.
• Ontrak Health leveraged AI-powered tools to increase productivity by 50%, reduce inefficiencies by 20%, and empower agents to handle critical, sensitive tasks.

Transforming contact center performance isn’t without obstacles:

• Resistance to Automation: Employees may fear automation will replace their roles. Address this by emphasizing that automation supports—not replaces—agents, enabling them to focus on high-value tasks. Pilot automation tools in specific workflows to demonstrate their benefits gradually.
• Building a Supportive Culture: Maintaining a thriving culture requires continuous effort. Leaders should invest in regular training, recognize team achievements, and foster open communication to create an engaged and motivated workforce.

To ensure your contact center remains competitive, focus on these strategies:

1. Measure Metrics That Matter: Select metrics aligned with your industry and business goals. Use regular reviews to connect data to outcomes.
2. Streamline with Automation: Integrate tools that enhance efficiency without compromising the human touch.
3. Foster a Supportive Culture: Equip your team with the resources and recognition they need to thrive.

Download the eBook: Benchmarking Contact Center Efficiency: Key Metrics and Best Practices to learn how leading organizations like Adidas and Lowe’s are driving CX excellence.

By combining the right metrics, automation strategies, and a strong culture, your contact center can become a true driver of loyalty, growth, and exceptional customer experiences. Now is the perfect time to act—start transforming your contact center today.