{"id":72963,"date":"2025-08-15T11:34:59","date_gmt":"2025-08-15T10:34:59","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=72963"},"modified":"2025-10-19T10:09:58","modified_gmt":"2025-10-19T09:09:58","slug":"legacy-contact-center-metrics-are-on-the-way-out-heres-what-will-replace-them","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/workforce-engagement-management\/legacy-contact-center-metrics-are-on-the-way-out-heres-what-will-replace-them\/","title":{"rendered":"Legacy Contact Center Metrics Are on the Way Out. Here\u2019s What Will Replace Them."},"content":{"rendered":"<p><span data-contrast=\"auto\">As AI rapidly transforms the way businesses interact with their customers, traditional yardsticks for measuring customer experience success are in danger of becoming redundant. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Recent research by Metrigy found that AI is currently fully automating around 20 percent of customer interactions, altering the contact mix, and making it increasingly difficult for CX leaders to gauge efficiency through the old means of measurement. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">&#8220;I think we&#8217;re just on the cusp of having to think about the metrics that we value, from a CX and contact center perspective, very differently,&#8221; <\/span><b><span data-contrast=\"auto\">Rebecca Wettemann, CEO &amp; Principal Analyst at Valoir, tells CX Today.\u00a0<\/span><\/b><\/p>\n<blockquote><p><span data-contrast=\"auto\">That means we have to train people differently. That means we have to incentivize managers differently. That means we have to incentivize agents differently.\u00a0<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">For example, Wettemann says incentivizing agents to make interactions as short as possible &#8220;doesn\u2019t matter&#8221; in a future when an AI agent handles 80 percent of calls, which <\/span><a href=\"https:\/\/www.cxtoday.com\/contact-center\/agentic-ai-gartner-predicts-80-of-customer-problems-solved-without-human-help-by-2029\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Gartner predicts<\/span><\/a><span data-contrast=\"auto\"> will happen by 2029. <\/span><\/p>\n<p><span data-contrast=\"auto\">In most cases, organizations would prefer that they spend a little more time ensuring they\u2019re giving the correct answer to the customer.\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">&#8220;I may want to incentivize them to take a few more seconds looking at what the AI agent is telling them and making an intelligent decision about whether they should relay that to the customer,&#8221; she adds.<\/span><\/p>\n<p><span data-contrast=\"auto\">Yet, it\u2019s not only efficiency-based metrics that face the chop. Others like Net Promoter Scores (NPSs) and Customer Satisfaction (CSAT) rely on small customer sample sizes, with customers already fatigued by barrages of surveys. <\/span><\/p>\n<p><span data-contrast=\"auto\">Survey size isn&#8217;t the only issue. After all, while these measures might indicate there\u2019s an issue, they offer little insight into what that problem may be.<\/span><\/p>\n<p><span data-contrast=\"auto\">As such, many customer experience leaders have grown tired of such metrics, with some claiming: &#8220;<\/span><a href=\"https:\/\/www.cxtoday.com\/voice-of-the-customer\/is-nps-really-bs-another-study-suggests-so\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">NPS is BS<\/span><\/a>&#8220;<span data-contrast=\"auto\">. As <\/span><b><span data-contrast=\"auto\">Christopher Brooks, Global Customer Experience Specialist at Lexden CX<\/span><\/b><span data-contrast=\"auto\">, told CX Today:<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">NPS can account for one percent of a company\u2019s profitability. There are 99 other factors. You and I never take a product out because we want to recommend it to a friend\u2014that\u2019s not our motive for doing it. Our motive, depending on what that product is, is very, very different.<\/span><\/p><\/blockquote>\n<p><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><span data-contrast=\"auto\">However, part of the reason why metrics, like NPS, have stuck around is that nothing better has come along.\u00a0<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><span data-contrast=\"auto\">Fortunately, the tides are turning, and three massive trends are converging, promising to change contact center reporting. With the rise of AI, that comes just at the right time. <\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<h2>Trend #1 \u2013 Contact Center Reporting Becomes More Prescriptive<\/h2>\n<p><span data-contrast=\"auto\">Contact centers will soon utilize tools that don\u2019t just surface insight but suggest possible actions to take, based on that insight. Indeed, these will pull together telemetry data to proactively recommend actions, improving customer, agent, and business outcomes.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Salesforce, for example, has already <\/span><a href=\"https:\/\/www.cxtoday.com\/crm\/salesforce-creates-a-customer-success-score-to-help-businesses-maximize-their-investment\/\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">unveiled a &#8220;Customer Success Score&#8221;<\/span><\/a><span data-contrast=\"auto\">. The measurement highlights opportunities for value that businesses aren\u2019t capturing.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Indeed, it focuses on the overall health of Salesforce implementation and how customer experience functions \u2013 like the contact center &#8211; consume available Salesforce resources. This kind of metric helps CX leaders pinpoint underused features, address adoption gaps before they cause friction, uncover upsell opportunities, and improve renewal rates.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2>Trend #2 \u2013 Contact Center Metrics Become More Predictive<\/h2>\n<p><span data-contrast=\"auto\">Predictive metrics will also play a major role in the future. They\u2019re already used in areas like contact center workforce management (WFM), but the use cases will expand considerably.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The introduction of GenAI has enabled new metrics like expected net promoter score (xNPS) to come to the fore. <\/span><\/p>\n<p><span data-contrast=\"auto\">xNPS is measured by AI that assumes the role of the customer and, based on the service interaction, produces the score a customer would likely leave on an NPS survey. This enables service teams to trigger recovery actions in the same interaction, improving resolution rates and preventing potential churn. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{}\">As such, customers don\u2019t need to fill in surveys, and businesses get a healthier data supply on which they can take proactive action.\u00a0<\/span><\/p>\n<h2>Trend #3 \u2013 Contact Center Dashboards Become More Interactive<\/h2>\n<p><span data-contrast=\"auto\">Finally, the way performance data is presented is evolving. Conversational dashboards, powered by GenAI, will allow users to request specific insights in plain language and receive tailored visualizations.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">AI agents may soon even spin up dashboards based on prompts, without the need for predefined parameters. <\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Ultimately, that\u2019s the future, and it will save analysts hours of manual report-building, helping managers make faster, better-informed decisions, speeding up the cycle from insight to action.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<h2>The Key Takeaway<\/h2>\n<p><span data-contrast=\"auto\">As AI takes over routine work, human interactions are becoming longer, more complex, and harder to score with the old yardsticks. New measures like predictive satisfaction scoring, success scores, and conversational dashboards will give CX leaders faster, more targeted insights, ensuring data drives action.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">As a result, companies will make a positive shift from scoring how good they are at their own business to collecting feedback that drives specific actions.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As AI rapidly transforms the way businesses interact with their customers, traditional yardsticks for measuring customer experience success are in danger of becoming redundant. \u00a0 Recent research by Metrigy found that AI is currently fully automating around 20 percent of customer interactions, altering the contact mix, and making it increasingly difficult for CX leaders to [&hellip;]<\/p>\n","protected":false},"author":10762,"featured_media":72964,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[62063,61096],"class_list":["post-72963","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-sales-technology","category-workforce-engagement-management","tag-agentic-ai","tag-ai-agent","tag-ai-agents","tag-generative-ai","tag-workforce-management","tag-workforce-optimization","brands_to_track-salesforce","editorial_type-interview","intent-discovery","target_audience-enterprise-buyer"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Legacy Contact Center Metrics Are on the Way Out. 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