Metrics Advice for Contact Center Leaders
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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 always sure what to do with it all!) Our #ICMIchat participants have some advice to share in this quick video.

Add your voice to the conversation. Comment below or join us for the next #ICMIchat!

Topics: Metrics


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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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