From Metrics to Meaning: Insights from the 2025 Benchmarking Study

The benchmarks that defined contact center excellence even a few years ago no longer hold true. As AI, analytics, and customer expectations evolve, leaders are being challenged to redefine what “great” really means.

In this forward-looking conversation, Robin Gareiss (CEO and Principal Analyst, Metrigy) and James Russell (Director, Customer Transformation, Cresta) bring together the best of research and real-world practice to reveal how high-performing organizations are setting new standards for performance in 2025 and beyond.

This session explores:

• The evolution of benchmarking from efficiency to impact
• The rise of predictive CSAT as a real-time measure of customer experience
• Why inferred resolution rate reveals hidden opportunities for improvement
• How to evaluate AI agent performance through trust, transparency, and outcomes

This isn’t a discussion about dashboards, it’s a conversation about direction. Join us to gain a clear view of where contact center excellence is heading, and how to position your organization at the forefront of this transformation.

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