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Call Center and Contact Center Resources

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Article -
Finding Your Independence from Old Metrics
Date Published July 27, 2023 - Last Updated July 27, 2023
You know your contact center metrics like the back of your hand. You've been using these metrics for years, eons even. Average handle time, average speed to answer, hold time, first call... Read More
Article -
Get a Clearer Picture of Hurdles to FCR
Date Published June 20, 2023 - Last Updated July 12, 2023
Whenever I ask, “What is the FCR in your contact centers?” I often hear, “Oh, it's doing well. It's up from 71% to 73.5%.” But when I probe with “How do you... Read More
Article -
Three Traits of a Customer Engagement Platform Leader
Date Published September 26, 2022 - Last Updated September 30, 2022
Consumers’ increasing expectations for proactive, digital-first engagement and a collective recognition by companies to deliver cohesive omnichannel customer journeys have helped to forge the growing customer engagement platform (CEP) market. The converging... Read More
Article -
Why Your Contact Center Might Need a Balanced Scorecard
Date Published September 21, 2022 - Last Updated December 05, 2022
Best of ICMI in 2022 - #10 Each month MetricNet highlights one Key Performance Indicator for the Contact Center. We define the KPI, provide recent benchmarking data for the metric, and discuss... Read More
Article -
What Metric is the Most Important at the Contact Center?
Date Published July 05, 2022 - Last Updated June 20, 2022
No matter how much everyone wants to see the big picture of customer service, each team has a metric that they tend to use as a north star for their business. We... Read More
Article -
Why Average Handle Time Matters
Date Published May 16, 2022 - Last Updated April 25, 2022
Many years ago, an agent who I had trained needed to vent to me about the Average Handle Time (AHT) target. We both worked in the retention group for a large telecom... Read More
Article -
Tackling Transferred Calls Through Your Agent Scorecard
Date Published April 12, 2022 - Last Updated April 05, 2022
A primary goal of contact center managers is to balance the cost of service delivery against service quality. For example, a classic decision is picking the contact center staffing level. The lower... Read More
Article -
The Whack-a-Mole of QA and CSAT Scores
Date Published March 14, 2022 - Last Updated March 21, 2022
Quality Assurance (QA) and Customer Satisfaction (CSAT) scores are almost always at the top of a contact center’s “most important” measurements list for CX success. Both metrics are designed to improve the... Read More
Article -
Is Average Speed of Answer (ASA) a Good Metric?
Date Published March 08, 2022 - Last Updated December 05, 2022
Best of ICMI in 2022 - #6: Many contact centers are currently understaffed—the result of staff turnover, growing workloads, and other challenges related to the pandemic. As a result, many managers have... Read More
Article -
The 5 Metrics that Matter Most at Our Contact Center
Date Published February 22, 2022 - Last Updated December 05, 2022
Best of ICMI in 2022 - #3 When I first began working in the contact center, the many ways we keep track of and measure employee performance shocked me. Average Hold Time... Read More
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