Issue 1 - Making Sense of Metrics & More

Let’s face it. We’re all bombarded with emails these days. That’s why we’re keeping this new weekly LinkedIn newsletter simple, impactful and right where you already spend your time scrolling. Welcome to the first edition of ICMI’s Contact Center Chronicles. It’s a quick, easy way to stay informed with curated resources, expert insights and actionable tips for contact center leaders. Dive in, save what resonates and let us know what you think. Happy reading!?

3-Steps to Implement an Impactful Contact Center Analytics Program?

From Ezra Boggs

Struggling with conflicting reports and misaligned metrics? You're not alone. Data chaos is a common challenge for contact center leaders.?

When data sources are unclear and analysis methods inconsistent, decision-making becomes guesswork. The result? Missed targets, frustrated teams and wasted time untangling contradictory insights.?

Find clarity with this three-step approach to contact center analytics. By defining clear data sources, standardizing analysis methods and assigning accountability, you can transform data confusion into actionable insights.?

Read this blog post by ICMI Featured Contributor Ezra Boggs and drive better business outcomes.?

Curated Gems from Around the Web??

?? Upskilling Customer Service Agents: An Introductory Guide (A blog post by Metric Sherpa 's Nate Brown )

?? Beyond Words: Measuring AI Empathy Through Impact (Episode 234 from The Call Center Geek Podcast with Thomas Laird )?

??How to Define Your Customer Service Strategy (A short video from Brad Cleveland )?

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?? Save the Dates ?

• February 21 at 11:30 am EST – Join us for a live discussion on employee retention with ICMI trainer and contact center expert Rebecca Gibson.

• March 3 - Entries open for the 2025 ICMI Global Contact Center Awards?

• April 23 - ICMI's Contact Center Expo: A Digital Experience

• October 27-30 – ICMI's Contact Center Expo in Orlando, Florida?

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? Poll of the Month?

This month, ICMI wants to know how well your contact center can adapt to forces of change. Is your operation nimble and forward-thinking, or do you find change is a hard pill to swallow? Let us know by taking our 3-question poll!?

??? Stat of the Week ?

62% of contact center professionals say technology upgrades are motivated by a need to continuously improve processes (ICMI, State of the Contact Center 2024).?

?? Free ICMI Resources You Might Like?

5 Trends That Will Impact Contact Centers in 2025?

The State of the Contact Center in 2024 Free Research Report?

??? Quote of the Week??

"Everything changes and everything can be improved. As leaders, we need to never settle and never arrive. Taking the opportunity to think about what we do, how we do it and the value of what we do is important for maintaining a continuous improvement mindset."??- Pete McGarahan

?? We Want to Hear from You ?

What strategies have you found effective for making sense of metrics and driving meaningful improvements in your contact center? Drop a comment below and let us know!?

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