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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 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.
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