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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

The Metrics of Contact Center Productivity
Leveraging KPIs for Improved Efficiency! Cost per contact is the most important measure of efficiency in the contact center. It is an easily derived metric that tells you how much you are... Read More

Metrics Uncover and Track the Value of Chatbots within Customer Service
Chatbots are increasingly playing a role in customer service strategy.  Their personalization and automation of some issues allow human agents more time to focus on the unique, difficult ones that they handle... Read More

Listening and Learning: What's in a Resolution?
Have you ever sat with your contact center’s leadership team and asked yourself this question? What does resolution actually mean? Whether it’s the New Year like it is now, and you’re resolving... Read More

Are You Running Your Contact Center on Fake News?
Think alternative truths don't affect you?  If you're like many contact centers, you may be operating your centers on misleading metrics. A recent insurance client of mine was confounded with overly negative... Read More

Gain a Deeper Understanding of Your Contact Center KPIs
A macro view of what a contact center does and what makes it work well are often viewed as straightforward. Agents handle interactions to serve the business, right? While this is a... Read More

The Link Between Customer Satisfaction and First Contact Resolution
Customers tend to be impatient when they want service. It doesn’t matter if they are calling their bank or their cable company. They want a resolution to their problem or an answer... Read More

Introducing New Metrics? Don't Fall Victim to These 3 Pitfalls
In a contact center, business changes constantly. Customer expectations change. Technology certainly changes. Job expectations change. But have your metrics changed? If your organization is like many others, metrics tend to fall... Read More

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