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Emerging Contact Center Metrics Messages in this topic - RSS

jrobbins
jrobbins
Posts: 14


9/6/2016
jrobbins
jrobbins
Posts: 14
"If you always do what you've always done, you'll always get what you've always gotten."

In today's changing customer landscape, it's important to have a solid grasp on which metrics are still relevant and which are not. It's also important to consider the role of new metrics in effectively measuring progress and success in the contact center.

In today's #ICMIchat, we're going to take a look at the latest and greatest metrics to better understand how they may benefit the modern customer service team.

Here are the questions that we will discuss:

Q1: What’s the newest metric that you’ve introduced in your #contactcenter?


Q2: Are you measuring the success of a typical customer journey? If so, how?


Q3: In what ways have you changed the way that you measure contact resolution?


Q4: Do you use the same metrics across all channels? Why or why not?


Q5: Are you planning to replace or altogether stop measuring any metrics in the near future? If so, what?


Q6: Are you struggling to measure something & aren’t sure what #metric(s) to use? Describe your challenge!


Q7: Do you measure the effectiveness of your #contactcenter technology in helping agents do their job? If so, how?


Q8: Time for some predictions! How do you expect metrics to change in the next 5 years?
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