Five9 Blog

Ask any CX leader about their top priorities, and one goal always rises to the top: improving agent productivity. After all, contact centers exist to quickly and efficiently help customers with support requests, questions, and other services that encourage them to keep buying from the business. 

Artificial Intelligence (AI) is rapidly transforming customer service. By implementing AI-driven solutions, contact centers are enhancing customer experiences, reducing operational costs, and improving efficiency. For many, AI Agents are the next step to improving customer experience (CX) today. So how do you successfully integrate them into your customer service strategy?  

The CX landscape is evolving faster than ever, customer expectations are soaring, and companies must adapt quickly to avoid falling behind. Based on customer experience research from Five9's survey of over 1,000 global consumers, it's clear that while customer experience (CX) is a critical factor for success, many brands are still struggling to meet these rising demands.

It's often said that data is the lifeblood of organizations today. But if you don't know what data to track, understanding where you are, how your business and team are doing, and making decisions is far more challenging. 

To help CX leaders track key metrics and best understand how their call center and employees are actually performing, we've collected this list of the most important contact center statistics.