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Has your contact center added any new metrics to the dashboard this year? As customer service evolves to encompass more and more channels, it's important to take a step back to evaluate the metrics your team uses to measure success.
This week during #ICMIchat we spent some time exploring how "old" metrics can be applied to new channels, which "new" metrics are most effective, and how to introduce new metrics to the team. Check out the recap below for some lively discussion on the evolution of metrics.
Join us next week (Tuesday, 1pm EST) as we chat about the use of analytics in the contact center. I'll be the host and I'd love it if you joined me! Just follow along on Twitter and use our hashtag (#ICMIchat) to participate in the conversation.
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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