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Characteristics of Effective Contact Center Metrics

By Erica Marois | Date Published: June 26, 2019 - Last Updated September 08, 2020 | Comments

So many contact center leaders struggle to find the right mix of metrics. What's the best way to drive the right agent behaviors, while also meeting organizational needs? How do you determine which measures should be considered Key Performance Indicators (KPIs)? How do you share all the data with the business? There's so much to consider! We spent time pondering these questions during #ICMIchat, and this recap goes back to the basics. What are the characteristics of effective contact center metrics? Watch this video for a few responses. Looking to learn more? Check out the full chat recap.

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]
Topics: Best Practices

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