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Metrics


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Metrics for Training

In my 18 year career of managing the training function in contact centers, I have collected lots and lots of data on the training I managed, but have often struggled with what... Read More

Best Practices for Evaluating Contact Center Performance

An important cornerstone of business is the ability to consistently evaluate overall direction and performance to determine areas for improvement and overall growth. To this end, profitable contact centers often establish metrics... Read More

Building the Customer Relationship: Metrics that Matter

We need numbers to measure contact center performance. Empowering Agents can uncover metrics that positively impact the customer relationship. Measuring stats is a big part of managing a contact center. Answer time,... Read More

The True Cost of Contact Center Agent Attrition

Contact centers are losing much more money than they think from employee turnover - a helpful benchmark of employee engagement. It’s hard to imagine that attrition, already widely recognized as the bane... Read More

Video: Tuesday Training Tip #1: Why Calibration?

Welcome to the ICMI Tuesday Training Tip series! Each week we'll bring you a quick tip to help you optimize your contact center. To kick things off, we're focusing on calibration. Do... Read More

3 Metrics that Belong on Every Dashboard

There are moments in one’s career that are defining. For me, it was when Capital One announced the closure of our site in late July 2015. The decision to close the site... Read More

Agent Retention--Employee Satisfaction Breeds Customer Satisfaction

Living in the customer experience space, we’ve all heard the customer churn statistics – depending on industry, it can cost roughly 25 times more to attract a new customer than to retain... Read More

Put Your Agent Goals to the Good Goals Test

The incentive plan was simple. Contact center agents who earned a 95 percent customer satisfaction score on post-call surveys got a $100 bonus at the end of the month. It was designed... Read More

10 Tips for Measuring and Improving Employee Engagement

According to ICMI research, employee engagement is both a top priority and a top challenge for contact center leaders. In an industry with high stress and even higher turnover, keeping agents happy,... Read More

How to Build Call Scoring Evaluation Forms

We are all familiar with Newton's third law: For every action, there is an equal and opposite reaction. While the breakdown and application of this law is more commonly found in a... Read More



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QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
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