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#ICMIchat Recap: New Contact Center Metrics

By Erica Marois | Date Published: August 20, 2015 - Last Updated August 22, 2018 | Comments

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, 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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