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Technology in 10: All About Contact Center Metrics

By Erica Marois | Date Published: August 27, 2014 - Last Updated September 26, 2019 | 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.

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

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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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