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Putting Together the Customer Loyalty Puzzle

Loyalty, defined by, is a faithful adherence to someone or a cause. When talking about customers, the ultimate act of loyalty is a renewal. Measuring loyalty as it happens is easy.... Read More

How to Maximize Contact Center Agent Productivity

Contact center leaders have a lot on their minds. From the quality of their technology to creating a memorable customer experience, there are plenty of blinking lights that require attention. While all... Read More

Data Visualization and Engagement: Do Metrics Motivate?

Everyone likes access to data about their performance! As consumers, we are driven to act by visibility of our personal data. Consider for example, fitness trackers.  Most of us like seeing our... Read More

Measuring the Effectiveness of Training

Two main challenges make it difficult to measure the effectiveness of contact center training: Change - The constant evolution of the contact center environment, including changes to procedures, goals, and turnover of... Read More

7 Ways to Personalize Performance Management

In an industry ruled by metrics, it's sometimes difficult to focus on behaviors instead of numbers. But more often than not, it's the behaviors that make the most significant impact on contact... Read More

How to Make Performance Metrics Truly Matter

As contact center leaders, we are always in search of the best way to manage our operations, which can often translate to how well we are managing costs. But our job is... Read More

Metrics Advice for Contact Center Leaders

Do you ever feel like you're drowning in data? You're not alone! ICMI research reveals that contact center leaders are overwhelmed by the amount of data on their dashboards. (And they're not... Read More

Defining Quality in Customer Service

With customer expectations evolving so quickly, we’re often asked a basic (and important!) question: What is quality in customer service? Related questions often follow: Who determines what quality is? How should we... Read More

Are Quality Scores Important? 14 Experts Share Their Thoughts

Are quality scores important in the contact center? Do agents need to see a score in order to be successful? I recently explored this in an article, and when the topic came... Read More

The Measures Behind Realistic Schedules

Join Brad at Contact Center Demo & Conference, where he'll deliver a half-day workshop and keynote address. Have you ever wandered through your contact center, and asked yourself, "Where is everybody?" If... Read More

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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