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Technology in 10: All About Contact Center Metrics

By Erica Marois | Date Published: August 27, 2014 - Last Updated September 26, 2019 | Comments

This month at ICMI has been all about metrics!  Metrics that matter most to the contact center.

We've devoted tweet chats, interviews, articles, and newsletter features to the topic.  To keep the conversation going I sat down yesterday with Neal Topf, president of Callzilla.

Watch the interview for guidance on deciding what to measure in your contact center, thoughts on using gamification to improve performance, and more.

Bonus: find out why the Callzilla team loves #ICMIchat and learn how you can get involved!

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Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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