Summary
Contact centers are constantly balancing budget restraints and the customer experience. In Forrester’s Digital Workplace And Employee Technology Survey, 2025, B2C information workers balance operations and customer experience in what they measure. In terms of operations, 41% evaluate the effectiveness of their contact center based on traditional “average speed of answer” and “average handle time” (AHT) metrics, among others. But they balance operational metrics with customer experience metrics to evaluate their contact center. The latter include using indicators such as Net Promoter Score℠ (NPS) (39%), customer satisfaction score (37%), and customer effort score (35%).
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