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Call Center and Contact Center Resources

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Article -
Finding Your Independence from Old Metrics
You know your contact center metrics like the back of your hand. You've been using these metrics for years, eons even. Average handle time, average speed to answer, hold time, first call... Read More

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Get a Clearer Picture of Hurdles to FCR
Whenever I ask, “What is the FCR in your contact centers?” I often hear, “Oh, it's doing well. It's up from 71% to 73.5%.” But when I probe with “How do you... Read More

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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

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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

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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

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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

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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

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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

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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

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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

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