We surveyed several contact center industry groups on LinkedIn and garnered 25 replies on the topic of: Which Contact Center Metrics Matter Most. While I know some of you may be saying 25 is not a large enough sample size, I tend to agree with you. However, instead of ditching the results, I thought I'd at least share them in case you found some value in them.
Based on 25 different contact center KPIs/metrics, the five that seem the most relevant to these 25 respondents are:
- Customer satisfaction - 44%
- Call quality - 32%
- Average handle time - 24%
- Average speed of answer; and first call resolution both received 20%
Full results follow in the graph below.