When it comes to customer service, contact centres serve as the primary interface for businesses to engage with their customers. They can build or break your organisational reputation with customers, co-delivering the experience your customers remember and talk about. Traditionally, the success of these centres has been measured through key performance indicators (KPIs) such as Average Handling Time (AHT), Net Promoter Score (NPS), Customer Satisfaction (CSAT) and First Contact Resolution (FCR)