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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!
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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