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#ICMIchat Live: New Contact Center Metrics

Every Tuesday members of our community gather for a live one hour chat on Twitter.  We cover a variety of topics impacting contact center and customer experience leaders.  It's a fast-paced and engaging hour of networking, learning, and sometimes debating.

During our chat last week, our participants had so much to say about new contact center metrics that it was tough to capture it all in 140 characters or less (and impossible to end the conversation after just one hour).  As a follow up, Neal Topf, Al Hopper, Justin Robbins, and I took the conversation off Twitter and continued via a video chat.

Watch a recording of our hangout below and tell us what you think.  Do you think FCR is possible in every channel? What advice do you have for introducing new metrics to agents? Share your thoughts in the comments!

Join us next week on Twitter to chat about an often contentious topic in the contact center: IVR.  Just follow and use the hashtag #ICMIchat to participate.  The conversation kicks off every Tuesday at 1pm EST.