Industry Stats: Using Data to Empower Contact Center Managers
Empowering contact center excellence for 30 years!

Industry Stats: Using Data to Empower Contact Center Managers

Does your contact center using data to empower managers with real-time key performance indicators?

We asked our community this question last week, and the results show that 69% do.

So what are the metrics that we should be empowering our leaders with? ICMI has spent a lot of time over the past few months examining how contact centers can best use big data.  We'll be releasing the full report later this week, but the research reveals inefficiences with the way we collect and customer data.  As a result, agent productivity is compromised.

How can we fix this? 

Look for the full research report on icmi.com soon, and watch our latesest webinar: Big Data: Too Big? Too Much?  What's REALLY Needed in the Contact Center? for tips and best practices to help you best leverage big data.



Topics: Metrics

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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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