# The Cost of Counting the Wrong Thing

> Contact centers often optimize cost per contact because it is immediate, tidy and easy to defend. But the metric can reward short conversations, premature closures and self-service abandonment while ignoring whether the problem returned or the customer left. This feature compares cost per contact, cost per resolution and cost per retained customer, showing how each expands the measurement window and changes operational incentives. It argues for resolution as the practical bridge metric and retention as the business outcome, with deflection demoted to a diagnostic rather than treated as a strategy.

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Last updated: 2026-09-28