{"id":2555,"date":"2023-08-15T00:00:35","date_gmt":"2023-08-15T00:00:35","guid":{"rendered":"https:\/\/contentguru.builtbytoast.uk\/?post_type=resource&#038;p=2555"},"modified":"2026-02-19T15:34:46","modified_gmt":"2026-02-19T15:34:46","slug":"customer-experience-reporting-analytics","status":"publish","type":"resource","link":"https:\/\/www.contentguru.com\/en-us\/resources\/blogs\/customer-experience-reporting-analytics\/","title":{"rendered":"Building Resilience Through Contact Center Performance Metrics"},"content":{"rendered":"\n\n    <section class=\"block-resource-hero toast-block no-margin no-padding\"> \n\n        \n\n\n    <div class=\"resource-hero\">\n        <div class=\"container\">\n                                                <div class=\"resource-type\">Blogs<\/div>\n                                <h1>Building Resilience Through Contact Center Performance Metrics<\/h1>\n                <div class=\"publish-date\">Published: August 15th 2023<\/div>\n                    <\/div>\n    <\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#004d95;color:#f8f9eb;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <p><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/2022-customer-experience-statistics\/\">Customer Experience (CX) is the number one predictor of business resilience.<\/a>\u00a0CX is your secret weapon against tough times. And outstanding CX depends on understanding the key contact center performance metrics.<\/p>\n<p>Your customers expect reliable, effortless contact, whenever they reach out. Interactions should be seamless, speedy, and effective. Failure to deliver an outstanding experience to every customer will undermine the resilience of your organization in the long run.<\/p>\n<p>Getting a handle on contact center performance metrics is essential to taking control of your CX. These metrics can be grouped into several broad categories:<\/p>\n<ul>\n<li>Customer success metrics \u2013 those metrics that measure customer outcomes and are usually reported by customers, e.g. Value Enhancement Score, Customer Effort Score, CSAT.<\/li>\n<li>Agent performance metrics \u2013 measurements of how individual agents perform on a day-to-day basis, often collected automatically, e.g. Occupancy, First Response Time.<\/li>\n<li>Customer journey metrics \u2013 metrics that quantify the customer\u2019s journey through the contact center, also collected automatically, e.g. Average Handling Time, First Contact Resolution.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/2022-customer-experience-statistics\/\">In our previous blog, we discussed the importance of reliability in building a resilient contact center.<\/a>\u00a0In this blog, we explore the world of contact center performance metrics, and how they support reliable CX. Are you ready to build a resilient contact center?<\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h2><strong>Building a Resilient Contact Center through Performance Metrics<\/strong><\/h2>\n<p>When things get hard, customers start making hard decisions. This means choosing between the businesses they want to drop, and those they stay loyal to. Demonstrating your commitment to customers is the first step toward weathering uncertainty.<\/p>\n<p>When it comes to supporting your customers, contact center performance metrics provide a foundation on which to build.\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/2022-customer-experience-statistics\/\">44% of people report being irritated or angry with a 5 to 15-minute wait time.<\/a>\u00a0Tracking your contact center performance metrics, then, is the first step toward avoiding sub-standard performance.<\/p>\n<p>Ensuring a great experience for your customers should be your number one priority. How do we define what a \u2018great experience\u2019 means?<\/p>\n<div>\n<p>&nbsp;<\/p>\n<h2><strong>Measuring Customer Success in the Contact Center<\/strong><\/h2>\n<p><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/which-metrics-matter-the-secrets-of-successful-customer-experience-measurement\" target=\"_self\">The first set of contact center performance metrics measures customer success.<\/a>\u00a0This means, in essence, how the customer perceives their experience. Was the customer satisfied? Was interacting with your business a pleasant experience? Would they reach out to you again?<\/p>\n<p>If the answer to all these questions is \u2018no\u2019, you have a serious problem. What are some customer success metrics you should be tracking?<\/p>\n<ul>\n<li><b>Customer Satisfaction (CSAT)<\/b>\u00a0\u2013 The bread and butter of customer success metrics. Customers are asked, \u2018How satisfied are you with your experience\u2019, and answer on a scale from \u2018very satisfied\u2019 to \u2018very dissatisfied\u2019. In general, a score above 50 indicates that the majority of your customers are satisfied. A score above 70 is cause for celebration.<\/li>\n<li><b>Value Enhancement Score (VES)<\/b>\u00a0\u2013 A new contender on the metric landscape, VES asks two questions, \u2018How successfully were you able to use our product\/service?\u2019, and, \u2018How confident are you with your purchase?\u2019 The answers reveal both the success of your business and the experience of the customer journey.<\/li>\n<li><b>Customer Effort Score (CES)<\/b>\u00a0\u2013 CES asks the customer to report how much effort they had to expend to reach a resolution. This provides a direct look at your contact center; a high effort score means inefficient, confusing, and poorly structured customer communications.<\/li>\n<\/ul>\n<p>Notice; each of these metrics depends on the customer providing information. In a world so saturated with surveys, only a tiny fraction of your customers will respond. To fill in the gaps, you need to broaden your contact center performance metrics.<\/p>\n<div class=\" gatsby-image-wrapper\"><source type=\"image\/webp\" \/><source \/><\/div>\n<p>&nbsp;<\/p>\n<h2><strong>Contact Center Agent Performance Metrics<\/strong><\/h2>\n<p><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/how-to-improve-the-contact-center-agent-experience\" target=\"_self\">Your agents are your most important resource.<\/a>\u00a0A resilient contact center gets the most value possible from its agents, while also offering a high standard of Agent Experience (AX). Contact center agent performance metrics allow you to gain a ground-level understanding of you CX, to better support your agents, and ensure an outstanding experience, every time.<\/p>\n<ul>\n<li><b>Contact Center Occupancy<\/b>\u00a0\u2013 A staple of the contact center, occupancy measures the total time agents spend engaging with customers as a total proportion of their day. An occupancy of 75-80% is the best level for sustainable CX.<\/li>\n<li><b>First Response Time<\/b>\u00a0\u2013 Not every contact comes over the phone. First Response Time measures the speed of response across every channel, painting a holistic picture of the omni-channel contact center.<\/li>\n<li><b>Post-Call Time<\/b>\u00a0\u2013 Every contact comes with associated after-call work. Post-call time measures the time spent on these tasks and can reveal essential information about the working habits of individual agents.<\/li>\n<\/ul>\n<p>Outstanding CX depends on outstanding AX. If you\u2019re not supporting your agents adequately, they won\u2019t be able to support your customers. Monitoring contact center agent performance metrics allows you identify the gaps\u2014the places where your agents struggle\u2014to better target training, or to guide investment in new technology.\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/keeping-up-with-the-kpis\" target=\"_self\">For a resilient contact center, monitoring agent performance metrics is essential.<\/a><\/p>\n<div>\n<p>&nbsp;<\/p>\n<h2><strong>Measuring the Customer Journey<\/strong><\/h2>\n<p>On top of self-reported customer sentiment and agent performance metrics, you need ways to track the customer throughout every interaction.\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/mapping-the-customer-journey\" target=\"_self\">Contact center performance metrics that focus on the customer journey let you identify pain points, opportunities for improvement, and even room for innovation.<\/a><\/p>\n<ul>\n<li><b>Average Handling Time \u2013\u00a0<\/b>Customers want speedy resolutions. Average Handling Time measures the total time spent addressing a customer\u2019s inquiry. A high Average Handling Time can indicate any number of problems, from poor routing sending customers in circles, to long queues wasting customer time.<\/li>\n<li><b>First Contact Resolution<\/b>\u00a0\u2013 When a customer calls up, they expect to have their problem resolved on the first attempt. A low First Contact Resolution can indicates that customers are being let down by your CX. This could be due to long wait times, or the failure of the agent to provide a solution.<\/li>\n<li><b>Abandon Rate<\/b>\u00a0\u2013 When a customer grows frustrated, they\u2019ll drop the call before they reach a resolution. This is the worst case scenario in the contact center. Some abandoned calls are unavoidable, but a high Abandon Rate indicates major problems.<\/li>\n<li><b>Sentiment Analysis and AI-Backed Analytics<\/b>\u00a0\u2013 The AI revolution is ongoing, and offers a host of ways to gain insight into the customer journey. Sentiment analysis is one example. This assigns an emotional value to every word used by the customer, in order to draw out the overall tone of an interaction. This allows you to automatically detect hostility, even during an ongoing interaction. Agents can be supported with script suggestions, and the interaction can be escalated to a supervisor where necessary.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/blogs\/the-power-of-customer-journey-mapping-tools\" target=\"_self\">Contact center performance metrics make the customer journey transparent.<\/a>\u00a0Identifying flaws in your customer contact is the first step towards building a resilient contact center that supports your business through uncertain times.<\/p>\n<\/div>\n<\/div>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n\n\n\n\n    <section class=\"block-columns toast-block no-margin padding-both has-bg\" style=\"background-color:#ddf3fc;\"> \n\n        \n\n\n<div class=\"columns-area\">\n    <div class=\"container\">\n                                <div class=\"main-column-grid grid\" style=\"grid-template-columns:repeat(1, 1fr)\">\n                                    <div class=\"col \">\n                        <h3><strong>Contact Center Performance Metrics Made Easy<\/strong><\/h3>\n<p>Outstanding CX is the single greatest predictor of business resilience. Contact center performance metrics are the first step toward building a reliable, resilient contact center.<\/p>\n<p>Interesting in learning more about the benefits of resilient customer experience?\u00a0<a href=\"https:\/\/www.contentguru.com\/en-gb\/resources\/whitepapers\/resilient-cx-surviving-hard-times-with-customer-experience\" target=\"_self\"><b>Click here to learn more about resilient, reliable CX, and the technologies that make building resilient customer contact easy.<\/b><\/a><\/p>\n                    <\/div>\n                            <\/div>\n            <\/div>\n<\/div>\n\n    \n    <\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Your customers expect reliable, effortless contact, whenever they reach out. Interactions should be seamless, speedy, and effective. Getting a handle on contact center performance metrics is essential to taking control of your CX.<\/p>\n","protected":false},"featured_media":5207,"template":"","meta":{"_acf_changed":true,"inline_featured_image":false},"resource_industry":[],"resource_topic":[],"resource_type":[5],"resource_folder":[72],"class_list":["post-2555","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource_type-blogs"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Building Resilience Through Contact Center Performance Metrics - English - USA<\/title>\n<meta name=\"description\" content=\"Your customers expect reliable, effortless contact, whenever they reach out. Interactions should be seamless, speedy, and effective. 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