Benchmarking contact center efficiency: Key metrics and best practices

Driven by new AI, automation and data capabilities, the contact center has seen rapid advancement over recent years.

However, with these new capabilities come a raft of new expectations and contact center leaders are now expected to contribute to the attainment of corporate targets, from reducing overheads to increasing brand strength.

To do this, they must be able to measure performance, compare their progress with competitors and communicate key insights to decision-makers across the organization. But how can leaders select metrics that are both suited to their industry and indicative of the wider benefits the contact center is driving?

With insights from Blue Zones Health, Lowe’s, Adidas, Bank-al-Etihad, Business Development Bank of Canada, Ontrak Health, Cedar Financial and Nextiva, Benchmarking contact center efficiency: Key metrics and best practices explains why different industries need different metrics to drive satisfaction and measure success, and how to foster excellence in customer support.

Download this report to discover:

• Why different industries need different metrics to inspire and deliver performance gains
• The role of corporate culture in driving excellence in customer support
• How to motivate and empower teams to ensure all CX benefits are measured and communicated

The report is published ahead of our webinar The metrics you need to measure for CX success in 2025. Taking place on November 14, 2025, it will feature Nicole Cable, chief people and experience officer for Blue Zones Health, and Bhavana Rana, senior director of industry marketing for Nextiva. Click here to join their conversation on how practitioners and service leaders take a best-in-class approach to measuring and communicating the success of their CX strategy in 2025.