ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Advertisement

Call Center and Contact Center Resources

Sort By:
Article -
Three Traits of a Customer Engagement Platform Leader
Consumers’ increasing expectations for proactive, digital-first engagement and a collective recognition by companies to deliver cohesive omnichannel customer journeys have helped to forge the growing customer engagement platform (CEP) market. The converging... Read More

Article -
Why Your Contact Center Might Need a Balanced Scorecard
Best of ICMI in 2022 - #10 Each month MetricNet highlights one Key Performance Indicator for the Contact Center. We define the KPI, provide recent benchmarking data for the metric, and discuss... Read More

Article -
What Metric is the Most Important at the Contact Center?
No matter how much everyone wants to see the big picture of customer service, each team has a metric that they tend to use as a north star for their business. We... Read More

Article -
Why Average Handle Time Matters
Many years ago, an agent who I had trained needed to vent to me about the Average Handle Time (AHT) target. We both worked in the retention group for a large telecom... Read More

Article -
Tackling Transferred Calls Through Your Agent Scorecard
A primary goal of contact center managers is to balance the cost of service delivery against service quality. For example, a classic decision is picking the contact center staffing level. The lower... Read More

Article -
The Whack-a-Mole of QA and CSAT Scores
Quality Assurance (QA) and Customer Satisfaction (CSAT) scores are almost always at the top of a contact center’s “most important” measurements list for CX success. Both metrics are designed to improve the... Read More

Article -
Is Average Speed of Answer (ASA) a Good Metric?
Best of ICMI in 2022 - #6: Many contact centers are currently understaffed—the result of staff turnover, growing workloads, and other challenges related to the pandemic. As a result, many managers have... Read More

Article -
The 5 Metrics that Matter Most at Our Contact Center
Best of ICMI in 2022 - #3 When I first began working in the contact center, the many ways we keep track of and measure employee performance shocked me. Average Hold Time... Read More

Article -
Best of ICMI in 2021 - #1: The Metric of Cost Per Contact
Best of ICMI in 2021 - #1  Each month, MetricNet highlights one Key Performance Indicator (KPI). We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and... Read More

Article -
How and Why You Should Measure Contact Center Agent Job Satisfaction
Each month, MetricNet highlights one Key Performance Indicator for the contact center or service desk. We define the KPI, provide recent benchmarking data for the metric, and discuss key correlations and cause-and-effect... Read More

View More Content