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Characteristics of Effective Contact Center Metrics
So many contact center leaders struggle to find the right mix of metrics. What's the best way to drive the right agent behaviors, while also meeting organizational needs? How do you determine... Read More

Six Best Practices to Prevent Metrics from Crushing Your Culture & Morale
Successful customer service relies on effective operational analysis.  With the adoption of analytics, statistical analysis is more complicated than ever, but how the metrics are used determines the value of your insights. ... Read More

Employee Engagement in the Contact Center
Job Satisfaction as a Proxy for Employee Engagement There is no universal definition of employee engagement, yet everyone seems to know what it means. How can this be? Although the term has... Read More

Survey Says: It's Time to Reimagine Quality Management!
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Opinion: Contact Center Metrics to Embrace and Others to Take with a Grain of Salt
Metrics, like a ton of bricks, weigh on the contact center brain. During a recent #ICMIChat, we talked about scoreless QA and other numberless processes to evaluate agent performance. Having spent many... Read More

Are You Using 1999 Metrics to Measure 2019 Customer Care?
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era... Read More

The Trifecta in Call Center Metrics
Contact center operations are growing in complexity. And, that’s an understatement. Center leaders are under constant pressure to increase efficiency while preserving or improving customer experience. On top of that, you must... Read More

Quality, Productivity, and Striking the Right Balance
When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheets and dashboards packed with tons and tons of analytics, you’re probably not alone. And while... Read More

Critical to Quality Social Media Metrics
When ICMI asked me to write a blog post about customer service metrics for social media, I was excited about the chance to discuss much of what I learned over the last... Read More

Increase Quality and Efficiency by Leveraging Metrics
Every day you walk into your contact center, and you ask your managers and agents to walk a tightrope.  What's that you say? You don't recall installing a tightrope in your contact... Read More

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