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What is the Single Most Important Metric in Your Contact Center?

By Erica Marois | Date Published: December 12, 2013 - Last Updated August 22, 2018 | Comments

 

Last week we polled our community to find which metric they consider to be most important.

By far, CSAT was the top choice, garnering 70% of the vote.  Following behind at a distant second was First Call Resolution (FCR) with 14% of the vote.

When we polled audience members during our webinar "The Customer Journey Redesigned" they agreed, with nearly half indicating that CSAT was most important in their contact center.  These results are also consisent with findings from recent ICMI research on Big Data in the contact center.

Are you wondering how your contact center can improve upon data collection in the coming year, and as a result improve performance?  Download the complimentary whitepaper "Big Data? Better Data! The Value of Data in Today's Contact Center" and purchase the accompanying complete research report.

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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