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.


Technology in 10: All About Contact Center Metrics

This month at ICMI has been all about metrics!  Metrics that matter most to the contact center.

We've devoted tweet chats, interviews, articles, and newsletter features to the topic.  To keep the conversation going I sat down yesterday with Neal Topf, president of Callzilla.

Watch the interview for guidance on deciding what to measure in your contact center, thoughts on using gamification to improve performance, and more.

Bonus: find out why the Callzilla team loves #ICMIchat and learn how you can get involved!

More Resources