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Industry Stats: Using Data to Empower Contact Center Managers

By Erica Marois | Date Published: November 21, 2013 - Last Updated August 22, 2018 | Comments

Does your contact center using data to empower managers with real-time key performance indicators?

We asked our community this question last week, and the results show that 69% do.

So what are the metrics that we should be empowering our leaders with? ICMI has spent a lot of time over the past few months examining how contact centers can best use big data.  We'll be releasing the full report later this week, but the research reveals inefficiences with the way we collect and customer data.  As a result, agent productivity is compromised.

How can we fix this? 

Look for the full research report on icmi.com soon, and watch our latesest webinar: Big Data: Too Big? Too Much?  What's REALLY Needed in the Contact Center? for tips and best practices to help you best leverage big data.

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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