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Call Center Resources & Insight

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Article
10 Tips to Set KPIs to Align with Your Company’s Goals
  We are surrounded in our day-to-day world by metrics and measurements that track how we are doing, from the gauge in our cars that ensures we aren't speeding to the number... Read More

Article
Introducing New Metrics?: Don't Fall Victim to These 3 Pitfalls
In a contact center, business changes constantly. Customer expectations change. Technology certainly changes. Job expectations change. But have your metrics changed? If your organization is like many others, metrics tend to fall... Read More

Article
Six Best Practices to Prevent Metrics from Crushing Your Culture and Morale
Successful customer service relies on effective operational analysis.  With the adoption of analytics, statistical analysis is more complicated than ever, but how the metrics are used determines the value of your insights. ... Read More

Article
Are You Using 1999 Metrics to Measure 2019 Customer Care?
It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era... Read More

Webcast
Benchmarking: Identifying the Right Metrics and KPI’s
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Article
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... Read More

Article
Employee Engagement in the Contact Center: Metrics and Drivers
Spotlight on Culture and Metrics: Join Jeff at ICMI Contact Center Connections from October 28-30 in Chicago. He'll be speaking on a number of topics related to culture and metrics. There is... Read More

Webcast
Survey Says: It's Time to Reimagine Quality Management!
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Article
Opinion: Contact Center Metrics to Embrace and Others to Take with a Grain of Salt
Metrics, like a ton of bricks, weigh on the contact center brain. During a recent #ICMIChat, we talked about scoreless QA and other numberless processes to evaluate agent performance. Having spent many... Read More

Article
The Trifecta in Call Center Metrics
Contact center operations are growing in complexity. And, that’s an understatement. Center leaders are under constant pressure to increase efficiency while preserving or improving customer experience. On top of that, you must... Read More

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