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#ICMIchat Recap: New Contact Center Metrics

By Erica Marois | Date Published: August 20, 2015 - Last Updated August 22, 2018 | Comments

Has your contact center added any new metrics to the dashboard this year? As customer service evolves to encompass more and more channels, it's important to take a step back to evaluate the metrics your team uses to measure success.

This week during #ICMIchat we spent some time exploring how "old" metrics can be applied to new channels, which "new" metrics are most effective, and how to introduce new metrics to the team.  Check out the recap below for some lively discussion on the evolution of metrics.

Join us next week (Tuesday, 1pm EST) as we chat about the use of analytics in the contact center.  I'll be the host and I'd love it if you joined me!  Just follow along on Twitter and use our hashtag (#ICMIchat) to participate in the conversation.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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