Published: August 07, 2014 | 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.