WPDo you strive towards having a contact center that is truly valued and respected both internally and externally? To experience this level of success, there are five important measurements that are critical to assess, evaluate, and improve upon. In this free whitepaper, we’ll discuss these essential measurements, and share strategies to utilize in achieving this goal.

This whitepaper will reveal:

  • The difference between "big data" and useful information
  • How to determine the 'metrics that matter'
  • Methods for collecting voice of the customer (VOC) feedback
  • How improving first call resolution (FCR) can lead to huge cost savings
  • Much more!


ICMI Has Trained:

AMEX   Blue Cross HP 
 Coca-Cola  Liberty Mutual  Wyndham


About ICMI
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive training, events, certification, consulting, and informational resources for customer management professionals – from frontline agents to executives – who wish to improve customer experiences and increase efficiencies at every level of the contact center. .