Contact Centre KPIs: The 15 Essential Metrics for Performance and Customer Experience
Stop drowning your teams in numbers. The 15 indicators that actually make a difference, and what to do with them. Share on Table of contents The 15 essential contact centre KPIs fall into four pillars: accessibility (service level, abandonment rate), efficiency (FCR, AHT, repeat contact rate), quality and customer experience (CSAT, NPS, quality compliance), and […]
How to Improve Your CSAT Score: An Operational Framework for CX Teams
Your CSAT is below target? This guide covers the precise levers that produce measurable, data-backed improvements: first contact resolution, response time, and structured agent coaching. Share on Table of contents To improve your CSAT score, you need to act on the precise moments where your customers lose confidence: unresolved contacts, forced channel transfers, interactions where […]
Failure Demand: How Poorly Calibrated Digital Journeys Destroy Your Customer Service ROI
Discover how failure demand silently erodes your customer service ROI, and what to do about it. A practical guide built on Armatis CX Horizon 2030 data and sector benchmarks. Share on Table of contents Every year, companies invest millions in digitalising their customer relations. Every year, their contact centres see call volumes stagnate, or rise. […]
Why Customer Satisfaction Is Falling While CX Budgets Keep Rising
CX budgets have never been higher, yet satisfaction scores keep declining. Here is what is driving the gap, and what leading organisations do differently. Share on Table of contents Companies have never invested more in customer experience. And yet, according to the 2025 Forrester CX Index, 25% of US brands saw their satisfaction score decline […]
Multilingual customer service hub: 10 operational best practices for high performance
Hiring native speakers is no longer enough to guarantee a consistent international customer experience. From linguistic routing to cultural intelligence, hub performance depends on a rigorous operational structure capable of preventing satisfaction disparities across markets. Drawing on its expertise across 5 countries and more than 20 languages, Armatis shares the 10 essential pillars for turning […]
Why Your Customers Hate Repeating Themselves, and What It’s Really Costing You
Third call. Same delivery problem. Third time telling the whole story from scratch. At that exact moment, you’re not losing a customer, you’re pushing them out the door. Share on Table of contents When a customer contacts your service for the third time about the same issue, something breaks — not just the interaction, but […]
