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.

ICMI
Advertisement

#ICMIchat Recap: Contact Center Metrics 101

By Erica Marois | Date Published: August 06, 2015 - Last Updated August 22, 2018 | Comments

So many metrics, so little time. Every contact center manager struggles to strike the right balance.  Which metrics have the greatest impact on the customer experience, and what's the best way to communicate these metrics to the team?

During #ICMIchat this week we spent some time brainstorming the best ways to share metrics with agents, executives, and everyone in between.  We also had some friendly debate about which metrics matter most, and which could be retired.  Check out the recap below to find out which metrics your peers have on their radar.

Join us again next week (Tuesday, 1pm EST) as @justinmrobbins hosts our chat.  Topic: Reporting contact center success to the team.  Just use your favorite Twitter browser and follow along with #ICMIchat to participate.

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!