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#CCExpo14 Thought Leadership Panel: Metrics

By Erica Marois | Date Published: August 08, 2014 - Last Updated September 26, 2019 | Comments

What are the 3 metrics every contact center should be measuring and how can the contact center best share metrics with the rest of the organization?

In this thought leadership panel from Contact Center Expo and Conference, our industry experts share their advice on using metrics to effectively lead the contact center.

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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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