Metrics for the Omnichannel Contact Center
Empowering contact center excellence for 30 years!

Metrics for the Omnichannel Contact Center

An Infographic guide to the most meaningful metrics for the omnichannel contact center.

Every contact center on the planet is driven by metrics. They help an organization identify what’s important and measure their progress towards a goal.  Without them, most leaders would probably be lost.  Just because every contact center uses metrics, however, that doesn’t mean that they’re using the right ones.  In fact, according to ICMI research, many contact centers struggle to effectively identify and drive results from their key performance indicators.  As the complexity of customer service increases and the mandate for omnichannel experiences goes on the rise, there couldn’t be a greater time for identifying the metrics that matter most.  That’s why ICMI and Genesys have partnered together to develop an infographic guide to the most meaningful metrics for the omnichannel contact center.

In this Infographic, readers will learn:

  • How to identify the most impactful metrics
  • Tips for measuring success in an omnichannel contact center
  • Metrics to avoid or treat with caution
  • Ways to connect desired outcomes with the appropriate performance measure

 

Get immediate access to the Infographic by clicking on the link below.

View it now >

Sponsored by



Topics covered include: Metrics

ICMI/UBM Privacy Statement

QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
More Polls