Top 10 call center KPIs to improve CX in 2023

The article discusses the top 10 key performance indicators (KPIs) for call centers to improve customer experience in 2023, including Average Handle Time, First Call Resolution, Active Contact Resolution, Percentage of Calls Blocked, First Response Time, Average Call Abandonment Rate, Net Promoter Score, Cost per Call, Agent Turnover Rate, and Adherence to Schedule. It also provides insights on how to improve these KPIs and emphasizes the importance of tracking and monitoring them for better customer service and efficient call center operations.