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Call Center Resources & Insight

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Get Agent Buy-In for Your Contact Center's Quality Management Program
When I ask clients to share their (quality management) QM program goals, I usually hear standard customer-and company-centric goals like: “We want to increase quality, improve agent performance, and shape a great... Read More

Three Essential Quality Management Metrics for Contact Centers
I’ve seen a lot of quality management metrics on a lot of dashboards, and with few exceptions, most are tracking similar items. What separates high-performing teams and contact centers is their ability... Read More

How Quality and Service Level Work Together
The following is an excerpt from the fourth edition of Contact Center Management on Fast Forward: Succeeding in a New Era of Customer Experience (ICMI, 2019).  Quality and service level are inextricably... Read More

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

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

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

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

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

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

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