Published: August 27, 2014 | Comments
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.