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Home » ICMI Expo 2022
Wednesday, October 26, 2022 4:00 PM to 5:00 PM
Empirical data shows that the most effective contact centers follow nine best practices when it comes to performance measurement. The metrics hierarchy summarizes the sequence of best practices that must be mastered for a contact center to harness the full potential of contact center metrics.
The hierarchy is synergistic – each best practice builds on the previous best practice, and adds more value to a contact center. Yet the data shows that each successive best practice is adopted by fewer and fewer organizations. This presents a dilemma, as most contact centers fail to mature beyond the point of using metrics primarily for observational purposes.
When it comes to contact center metrics, the Metrics Hierarchy should guide your path to maturity. In this session, Jeff Rumburg will share case study examples of contact centers that successfully progressed upward through the hierarchy, mastered each step in the process, and saw a marked improvement in performance as a direct result of metrics maturity. Follow their lead and you can too!
Download a PDF of the presentation!
This introductory guide to Outsourced Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
This introductory guide to Sales Contact Center Metrics includes definitions, information on the importance of each metric & key correlations. Download the full eBook today!
