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.

ICMI
Advertisement

#ICMIchat Recap: New Contact Center Metrics

By Erica Marois | Published: August 21, 2014 | Comments

Metrics like FCR, AHT, and CSAT get plenty of attention in the contact center, but what are the new metrics needed on the dashboard?

This week during #ICMIchat we spent some time exploring customer experience metrics, chat metrics, and more.  Read the recap below for insight on the metrics that really matter in today's multichannel contact center.

Join us again next week (Tuesday, 1pm ET) for a chat with Contact Center Demo and Conference speaker Greta Roberts (CEO of Talent Analytics).  We'll explore the use of predictive analytics in the contact center.  Invite all your contact center friends and coworkers!

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics:

Related

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!