How to Think About “Year One Success”

 When you roll out a new contact center platform, it’s easy to focus on the usual success metrics; handle time, SLAs, and efficiency numbers. However, in year one, those don’t always tell the full story.

What we've noticed: 

The first year is really about stability and adoption. It’s the time to see how the system performs in the wild, how agents adapt, and what both employees and customers are saying about the experience.

Early on: 

The focus is whether things are working as expected. Are tickets decreasing, are issues getting resolved faster, and is everyone starting to trust the platform?

As the months go on: 

The focus shifts to the people using it. Are agents confident? Are they finding it easier to do their jobs? What patterns show up in quality monitoring or feedback surveys?

By year end:

Success often looks like agility. How much less time is IT spending on fixes and workarounds? How easily can you roll out new features or AI tools without disrupting operations?

One more thing to keep in mind:

As AI handles simpler customer needs, agents are taking on more complex, emotionally charged conversations. That means average handle time isn’t always a sign of inefficiency anymore, sometimes it’s a sign of meaningful engagement.

In year one, success isn’t necessarily just about faster metrics, it’s about laying a stronger, smarter foundation for the years ahead. Leave us a comment, and share your thoughts!