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Call Center Resources & Insight

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How Agile Metrics Can Turbocharge Service Delivery and Customer Satisfaction
What metrics are your team chasing this week in hopes that they will meet or exceed the organizations’ desired performance and customer satisfaction goals? Number of touches to a ticket? Time to... Read More

Article
Why Customer Experience Metrics Matter
Famed business consultant Peter Drucker said, “What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially when insight into metrics impact the Customer Experience... Read More

Article
A Deep Dive into the Contact Center Metric of Cost Per Contact
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 cause-and-effect relationships for the metric. The purpose... Read More

Article
Six Metrics Which Matter for Measuring Contact Center Agents
Teams who work toward a clear, shared set of service KPIs are more engaged and productive on the job, but about 80% of employees feel like they can’t actually impact their performance... Read More

Article
How to Uncover Metrics That Matter
If you want to know whether you are measuring the right key performance indicators (KPIs), stop distributing your KPI reports and wait to see if anyone, whether they are business partners, other... Read More

Article
This Halloween, it’s Time to Bury AHT
Average handling time is one of the most common and longstanding metrics used in call centers. Unlike terms such as customer experience, AHT is easy to calculate, easy to understand and explain,... Read More

Article
How to Calibrate your Contact Center's Quality Management Program
Calibration sessions - where individuals from the contact center get together, review and evaluate customer contacts to ensure alignment, consistency, and fairness within the contact center - are important events in the... Read More

Article
Avoid These Quality Management Pitfalls
Most contact centers pour significant time, money, and resources into evaluating mountains of customer interactions - only to be derailed by undetected program pitfalls. Keep reading to learn more about how to... Read More

Article
Today's Metrics: What's on Your Dashboard | #ICMIchat Rundown (July 14, 2020)
If you're a fan of business reality TV shows like Bar Rescue, The Profit, or Shark Tank, you've heard the now-old cliche, "know your numbers!" This advice resonates even more loudly in... Read More

Article
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

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