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#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 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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