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Metrics


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Metrics Advice for Contact Center Leaders

Do you ever feel like you're drowning in data? You're not alone! ICMI research reveals that contact center leaders are overwhelmed by the amount of data on their dashboards. (And they're not... Read More

Defining Quality in Customer Service

With customer expectations evolving so quickly, we’re often asked a basic (and important!) question: What is quality in customer service? Related questions often follow: Who determines what quality is? How should we... Read More

Are Quality Scores Important? 14 Experts Share Their Thoughts

Are quality scores important in the contact center? Do agents need to see a score in order to be successful? I recently explored this in an article, and when the topic came... Read More

The Measures Behind Realistic Schedules

Join Brad at Contact Center Demo & Conference, where he'll deliver a half-day workshop and keynote address. Have you ever wandered through your contact center, and asked yourself, "Where is everybody?" If... Read More

How UPMC Health Plan Reduced New Hire Attrition By 25%

Learn more about UPMC Health Plan, winner of the 2017 ICMI Global Contact Center Award for Best Large Contact Center “UPMC is an exemplary case study in customer-focused service. The summaries of... Read More

Three Lessons Every Omnichannel Support Team Needs to Know

The key to an effective omnichannel support strategy is access. Customers need access to the support team wherever they turn: social media, email, SMS, live chat, or phone. Access plays an important... Read More

How to Collect and Respond to CSAT Data

Do you know what your customers really think about your service? How does your team measure and improve CSAT? How do you get more customers to offer their honest feedback? These are... Read More

Speaking the Language of Customer Experience Value

How to foster a customer-centric mindset in a dollars-driven reality. For six years, I’d held a customer service job with essentially one objective: make everyone around me happy, and make customers happy... Read More

Using AIM to Tell Better Stories and Move the Needle

Can you relate to this scenario? The call queue in your contact center goes from zero to sixty in a matter of seconds — great for a BMW but not for a... Read More

5 Ways Contact Centers Can Leverage Data to Deliver White Glove Service

Last week, as I sat at my desk clearing out some old emails, a text message popped up on my phone. Oddly enough, it was from Dom’s Coffee, a coffee shop I... Read More



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QuickPoll

Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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