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#ICMIchat Recap: New Contact Center Metrics

By Erica Marois | Date Published: August 21, 2014 - Last Updated August 22, 2018 | 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 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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