Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough.
In this groundbreaking episode, we explore the new measurement framework required for AI-powered contact centers. We'll dissect traditional metrics, introduce essential new KPIs for measuring AI effectiveness, and provide a practical roadmap for evolving your measurement approach.
Whether you're just beginning your AI journey or already operating a sophisticated digital-first contact center, this episode delivers actionable insights on:
- Virtual agent performance metrics beyond simple containment
- Measuring effective human-AI collaboration
- Tracking the complete customer journey across AI and human touchpoints
- Calculating the true ROI of your AI investments
Join me as we redefine what success looks like in the age of AI-powered customer experience.
Tom Laird’s 100% USA-based, AI-powered contact center. As the only outsourcing partner on the NICE CXone Customer Executive Council, Expivia is redefining what it means to be a CX tech partner. Learn more at expiviausa.com.
Follow Tom: @tlaird_expivia
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Watch us: Advice from a Call Center Geek Youtube Channel
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