To improve contact center performance, identify key metrics that align with your mission, set realistic goals, and track performance using reliable tools and methods. Empower agents and managers with the best technology and hardware to do their job, diversify channels to meet customer needs, focus on employee engagement and development, use skill-based routing and interactive voice response, monitor calls, provide regular training, survey customers for feedback, and create a culture of top-notch performance. A flexible cloud-based contact center platform like Twilio Flex can support various channels, intelligent routing, and integration with favorite applications to help deliver personalized customer experiences.