Contact center KPIs: What changed in 2024 and why it matters

Contact centers handled 2.7 billion voice calls last year, proving voice is vital for complex customer interactions. Meeting expectations for speed, personalization, and quality requires operational agility and data-driven optimization.

This report analyzes data from nearly 3,000 contact centers across four industries, showing how leaders transform service delivery. Key insights include:

• Speed of answer improved 39%, dropping to 8 seconds
• Customer satisfaction rose 12.5% via AI routing and staffing
• Service levels stayed at 75% despite 700 million calls

Access benchmarks and strategies to elevate performance in the full report.