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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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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