We all know the tried and true “typical” contact center metrics or key performance indicators (KPIs), but as the landscape of customer behavior and contact center operations continues to change, how should leaders think out of the box to drive up productivity and reduce friction? How can you quantify these wins (or losses) in a way that can benefit the organization longer term?

Join Russell Banzon, Chief Marketing Officer at Cresta, and Brittany Bell, Customer Success Manager at Cresta. Brittany will draw on over a decade of contact center experience to dive into how key metrics and the way they’re measured are changing in the contact center. Together she and Russell will explore what the implications are for contact center leaders, and how they too can evolve with the help of generative AI.In this webinar, you’ll learn:

• A new approach to driving and measuring revenue in the contact center
• How average handle time has evolved as a metric - and how to understand why this new approach matters
• Best practices for measuring and adjusting to keep pace with these changes