IDC Perspective: Benchmarks for Contact Center Key Performance Indicators

This IDC Perspective draws from multiple IDC data sources to shed light on essential contact center key performance indicators (KPIs) and benchmarks."Tracking standard contact center KPIs that align with your business goals is essential but continuously auditing and updating them is equally important to keep up with the evolving needs of customers. As more omni-channel experiences are enabled, new KPIs should be identified to track digital channels, and continued investments in digital transformation will be essential to optimize business outcomes," says Ali Close, manager of Intelligent Finance and Customer Care BPS at IDC.