ICMI is part of the Informa Tech Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
Please sign in to leave a comment. If you don't have an account you can register for free here.
Forgot username or password?