Containment is dead: Five takeaways from the AI ROI in Contact Center Summit

# Containment is Dead: What Contact Center Leaders Are Moving Away From Companies that handle customer service calls are ditching an old measure of success called "containment"—basically, how many customer problems they solve without transferring the caller. Instead, industry leaders are shifting focus to metrics that actually matter: customer satisfaction and business outcomes. This change reflects a growing realization that keeping customers on the phone longer doesn't mean you're serving them better.