Contact center metrics are known as the alphabet-soup of scores: FCR, ASA, AHT, ACW, CSAT. But in the end, focusing on one can have a counter-effect of “squeezing the balloon” and impacting another metric. Companies should track why customers call during key time periods and develop ways to predict and avoid these interactions. Merely pushing to self-service is not the path to a friction-less customer experience. Renewals, in this subscription-based economy, should be presumptive.