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Insights
Your Metrics are Accurate… and Misleading
Robert Bradshaw / Mar 2026
For decades, contact centers have been managed by the same familiar scorecard.
- Average handle time (AHT)
- Service levels
- CSAT
- Cost per contact
- NPS
There’s a reason 85% of contact centers are leveraging these legacy metrics. They are tidy. They benchmark well. They fit neatly into dashboards.
They also leave most executives with the same lingering question once the meeting ends: “So what did this actually do for the business?”
Metrics Explain Activity, Not Business Impact.
The future of contact center measurement is not about cleaner dashboards. It is about telling the truth clearly.
Using Decision Intelligence to Make Better, More Informed Decisions
Ryan Hollenbeck / Nov 2024
What if DI could give us the know-how to make better, more informed decisions? There appears to be an enormous opportunity for contact center and CX leaders to learn from all the great work that has been done in DI recently that helps organizations achieve significant value. If we embrace DI in the contact center, we may have a massive opportunity to improve business performance (given all the rich data at our fingertips).
I like to think of [DI] as the know-how behind what you should do next.
How to Transcend Customer Expectations
Jim Davies / Nov 2024
One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the targeted buyers.
These unique values should influence the quality of experience delivered, and customers should have aligned expectations. This strategic approach to customer experience (CX) management is well documented, but within customer service, there is an inherent problem.
Consumers do not alter their customer service quality expectations as much as they might in other aspects of the brand experience...
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