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Metrics


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Introducing New Metrics? Don't Fall Victim to These 3 Pitfalls

In a contact center, business changes constantly. Customer expectations change. Technology certainly changes. Job expectations change. But have your metrics changed? If your organization is like many others, metrics tend to fall... Read More

Practical Ways to Boost Customer and Employee Satisfaction

In my early days as a contact center leader, I was obsessed with metrics. In my defense, metrics were the primary way to evaluate my success in the role. I measured everything!... Read More

Training Metrics that Matter

In my spare time, I am a cookie artist. I spend many hours combining flavors in my quest to create the ultimate flavors. After each attempt at cookie awesomeness, I evaluate the... Read More

4 Omnichannel Metrics to Add to Your Dashboard

In the contact center industry, every organization wants to be data-driven. As a customer-facing company, having the numbers and metrics to support your business value is essential. But what we often have... Read More

Building the Ideal CX Dashboard

Improving your customer experience (CX) requires more than just listening to your customers. You must understand your data and what is behind the numbers before you can take action to optimize the... Read More

Contact Center Metrics ARE Customer Experience Metrics

We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a couple of key objectives. The first was to gauge our quality performance... Read More

Putting Abandonment in Perspective

In many contact centers, abandonment rate is viewed as a key measure of how adequately the center is staffed. I often get questions like, what is an acceptable rate of abandonment? What... Read More

Putting Together the Customer Loyalty Puzzle

Loyalty, defined by Dictionary.com, 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



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QuickPoll

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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