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Posts: 91

Posts: 91
Good morning!

It's time for another #ICMIchat, and today we're bringing it back to the fundamentals. Join us at 1:00 ET to chat about a classic contact center topic: metrics.

Here are the questions we'll cover:

Q1: What metrics do you consider most important in your contact center? Why? #ICMIchat

Q2: What barriers do you face in meeting or improving on your KPIs? #ICMIchat

Q3: Are you planning to introduce any new metrics this year? If not, do you wish you could? #ICMIchat

Q4: Are there certain metrics that you wish you could stop measuring? Which ones & why? #ICMIchat

Q5: What advice do you have for getting agents & supervisors to buy into the metrics that matter most?

Q7: What are some of the common mistakes contact centers make in reporting on metrics? #ICMIchat

Q8: What technology or tools do you use to report on success in your contact center? Any hacks to share? #ICMIchat

Just follow and use our hashtag on Twitter to participate! Hope to see you there.

Erica Strother Marois
Community Strategist, ICMI
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