Janna Pugh

Delivering a great customer experience (CX) is essential for every business and its customer service. Happy customers lead to higher retention rates, increased loyalty, and often coveted word-of-mouth referrals. But how do you know if you're meeting customer expectations? Measuring customer experience is the key to understanding what’s working and where improvements are needed. It’s also the key to continually improving and adapting your customer service to meet changing customer preferences. Let’s take a look at how to measure customer experience in the contact center.

It's often said that data is the lifeblood of organizations today. But if you don't know what data to track, understanding where you are, how your business and team are doing, and making decisions is far more challenging. 

To help CX leaders track key metrics and best understand how their call center and employees are actually performing, we've collected this list of the most important contact center statistics.