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Metrics


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Measure Your Networking Results in Adventures, Not Inches

Sarah Stealey Reed: The foyer is claustrophobically stuffed with people. We’re all customer experience professionals; I don’t recognize anyone smashed against me. My company has been recently acquired and this is the... Read More

The Ambiguity of Contact Center "Success"

For many professions defining success is black or white. In professional sports, success is winning games. In sales, success is converting prospects into clients. In contact centers it can be significantly more... Read More

How to Measure and Improve the Customer Experience

As any sports fan knows, baseball is driven by statistics. There is a statistic for everything imaginable in baseball. But, it hasn’t always been as statistics-driven as it is today. In the... Read More

A Better Way to Measure Your Contact Center Success

Join Bob at Contact Center Demo & Conference, where he'll deliver a session to help you re-evaluate your contact center metrics and drive success. No matter your role in the contact center,... Read More

KPIs as Easy as (NOT) Folding Laundry

Is it time to rethink the metrics on your contact center dashboard? We can help! Join Jeremy Watkin at Contact Center Demo & Conference for an interactive panel discussion on First Contact... Read More

The Secrets of Creating an Effective Customer Feedback Program

You already know your company needs a customer feedback program, but do you know how to plan for one and implement it successfully? What are specific things to consider while making a... Read More

Your Daily Reporting Regimen is Killing You

As a contact center manager, there is no shortage of KPIs and metrics that you need to always be on top of and managing. The process starts with compiling, processing, and converting... Read More

OpenTable's Innovative Approach to Customer Service Metrics

If you’ve made a dinner reservation recently, you’ve probably used OpenTable. The service has revolutionized the dining experience, empowering customers with a simple and convenient way to find and reserve tables by... 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. Our current editorial focus on “measuring success” highlights metrics related to accessibility, quality, customer experience,... Read More

What the 10 Hour Zappos Call Teaches Us About Contact Center Metrics

Have you ever stayed on the phone with a customer for ten hours? Steven Weinstein of Zappos did. By now, you’ve probably heard the story. Steven’s lengthy call is so compelling because... Read More



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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
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