The conversation explores why traditional contact center metrics, such as average handle time and service levels, often fail to reflect the real customer experience. Michel Stevens and Luke Jamieson discuss the human cost of outdated performance measures, the hidden role of technology in shaping both agent and customer outcomes, and how CX observability can help leaders see what is really happening across the contact center.
Takeaways
Traditional contact center metrics often reward efficiency at the expense of real customer experience.
Technical issues, such as poor audio and weak desktop performance, can drive both customer distrust and agent attrition.
CX observability offers a way to connect operational, technical, and experience data to create better decisions.
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