As with any large project or undertaking, metrics are key in order to gauge performance. Are your current processes adequate enough, or is there room for improvement? Metrics are important to track for all aspects of a business, from sales, marketing and financial performance, to overall customer service. When it comes to improving the automation processes of customer service, chatbot evaluation metrics are also critical to track.

A virtual contact center is one in which agents respond to incoming phone calls, emails, social media requests and other customer service tickets remotely, not from a centralized location. This is a change from more traditional, brick-and-mortar call centers in which agents work from the same location. While traditional, brick-and-mortar call centers used to be prevalent, increasingly companies are turning to virtual contact centers.