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Metrics


Topic Content

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

Three Keys to Mastering Continuous Improvement

I’ve shared several recommendations for live chat metrics with the ICMI community, some pertaining to operational efficiency and customer service quality (including metrics representing those who never engaged a chat agent), some... Read More

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



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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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