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.


#ICMIchat Recap: Metrics That Matter

One of the secrets of contact center success is managing to the metrics.  That's why ICMI is devoting this month to "Metrics That Matter."  Our tweet chat this week was all about that very topic!

Which metrics are the best for measuring agent productivity?  Which metrics need to be retired, and which metrics do your peers use to measure success in their contact center?  Read the recap below for insight on these questions and more.

Join us again next week (Tuesday, 1pm ET) as we continue to explore contact center metrics.