If you don’t measure it, you can’t manage it. Sounds simple, right?

But contact centers are drowning in metrics—CSAT, QA, first-time resolution, handle time, abandon rate…the list goes on. With so much data, it’s easy to lose focus and struggle to drive real improvements.

The best results come from simplicity. Pick one, maybe two, key metrics and give your teams absolute clarity on what matters most. When people know exactly what to aim for, they focus, improve, and deliver. Operational managers will drive agent performance through coaching and motivation, while support teams will refine processes to eliminate unnecessary contacts that don’t contribute to your core KPI.

For me, resolution rate is king. Customers don’t contact you for fun—they reach out because they have a problem. Solve it, and you win. They want knowledgeable, motivated, and engaged agents, but above all, they want a resolution.

That said, the right KPI depends on your business model. High-volume, low-value customers in LATAM or Africa may need a different approach than VIPs in North America or Europe. The key is cutting through the blizzard of KPIs and focusing on one simple, impactful measure that drives real change.

Less noise. More impact. Pick your metric, commit, and watch your team thrive.