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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 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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