Inside the Contact Center of Tomorrow's Metrics & Benchmarks

As AI reshapes the contact center, traditional KPIs like handle time and deflection no longer tell the full story. To stay ahead, leaders must rethink how they measure success—from operational efficiency to business-wide impact.

In Inside the Contact Center of Tomorrow’s Metrics & Benchmarks, industry analysts Liz Miller (Constellation Research) and Ian Jacobs (Opus Research) share how CX leaders can move beyond outdated metrics and unlock new value:

Shift from “speed” to measuring trust, outcomes, and customer lifetime value
Track agent assist adoption, coaching impact, and employee experience in AI-driven environments
Benchmark how AI truly contributes to growth, margin, and customer loyalty
Understand the rising importance of AI trust, hallucination detection, and compliance

Whether you’re a CX leader, contact center manager, or CIO, this is your guide to metrics that matter in 2025 and beyond.

Watch the full interview now and future-proof your contact center strategy.

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