New KPIs for a new era: How AI is reshaping CX
Exploring which metrics & AI-driven solutions give today’s B2B customer service teams the most bang for their buck
Discover how Agentic AI and GenAI are reshaping B2B Customer service metrics and which KPIs your team should track to boost performance and enhance CX
Think your B2B Customer Service team is operating at its peak potential? Not without the right KPIs.
In this session, you’ll hear from Sarah Eichler, Business Development Manager at Esker, as she explored how Agentic AI and GenAI are redefining the metrics that matter most to CX in 2025 and beyond. She broke down which metrics your team should be tracking to boost operational performance and strengthen critical relationships. Results from global brands have proven that tracking the correct metrics could help you:
- Reduce time spent on calls by 45%
- Resolve issues 44% faster
- Improve quality and consistency by 35%
From improving accuracy and accountability across your team to evaluating the effectiveness of your AI tools, this webinar offers actionable insights and proven KPIs that deliver real, measurable business results.
Watch this webinar to learn:
- How Agentic AI & GenAI are transforming the measurements we used to gauge effectiveness within B2B Customer Service
- The 8 most effective “new” KPIs your team should be tracking, including: FRT, ART, Resolution Rate, AI Usage Rate and more
- How to choose the right tools for tracking and improving CX KPIs.
Speaker
Sarah Eichler
Business Development Manager
Esker
Sarah became part of Esker in 2019, focusing on aiding companies seeking to streamline their operations, enhance visibility, and boost efficiency in their customer service workflows. Collaborating with customer service and IT departments, she facilitates enhancements in processes concerning order entry, customer inquiries, and claims management. This enables businesses to redirect their teams' efforts towards more meaningful and often essential tasks. Outside of work, you'll often find her enjoying outdoor activities like hiking, biking, or cross-country skiing with her family.
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