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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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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