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 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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On average, how much time do your supervisors/managers spend coaching their team of representatives?

1-5 hours per week
6-10 hours per week
11-15 hours per week
16-20 hours per week
21 or more hours per week
More Polls