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#ICMIchat Recap: Metrics That Matter

By Erica Marois | Date Published: August 07, 2014 - Last Updated August 22, 2018 | Comments

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.

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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