Industry Stats: Using Data to Empower Contact Center Managers
Empowering contact center excellence for 30 years!

Industry Stats: Using Data to Empower Contact Center Managers

Does your contact center using data to empower managers with real-time key performance indicators?

We asked our community this question last week, and the results show that 69% do.

So what are the metrics that we should be empowering our leaders with? ICMI has spent a lot of time over the past few months examining how contact centers can best use big data.  We'll be releasing the full report later this week, but the research reveals inefficiences with the way we collect and customer data.  As a result, agent productivity is compromised.

How can we fix this? 

Look for the full research report on soon, and watch our latesest webinar: Big Data: Too Big? Too Much?  What's REALLY Needed in the Contact Center? for tips and best practices to help you best leverage big data.

Topics: Metrics


More from Erica Marois


Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?



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
More Polls