ICMI's Guide to Contact Center Metrics

Published: Oct 21, 2015

Pages: 73


This eBook serves as a detailed guide for contact center leaders working to elevate the level of service their organizations provide and provides insight into what the appropriate metrics can do to help.

This eBook, co-authored by Brad Cleveland and Justin Robbins, provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs).

Latest research uncovered that 39% of contact leaders struggle to identify and measure key performance indicators. We wrote this guide to help contact center leaders understand where they should begin.

ICMI’s Guide to Contact Center Metrics (First Edition) is based on findings from Understanding Modern Contact Center Metrics, a survey distributed to provide contact center professionals with the data, benchmarks, best practices and case studies needed to implement metrics that improve operations. ICMI and Five9 boiled down the survey findings into a comprehensive eBook – a guide to understanding today’s contact center industry and measuring the level of customer service being delivered by organizations.

The complimentary guide will help contact center leaders:

  • Understand current communication channels
  • Recognize common contact drivers
  • Identify the right key performance indicators
  • Define the seven categories of metrics
  • Align metrics to appropriate channels
  • Evolve their metrics over time

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