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Characteristics of Effective Contact Center Metrics

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.