A successful contact center requires constant evaluation to ensure that all agents are working to the best of their abilities—and delivering the best experience for the customer. Investing time and money in your contact center is all well and good, but you need to be sure that you’re allocating those resources wisely. To find out if your agents are performing at their peak and delivering outstanding customer service in each and every interaction, there are some key metrics you should keep an eye on. Here, we’ll take a look at 11 contact center metrics and key performance indicators (KPIs) that give a true picture of how your contact center is performing.