What You Need to Know About Metrics Mastery
Welcome to the fourth issue of ICMI’s Contact Center Chronicles! This week kicks off our month-long focus on a contact center topic that will never go out of style: metrics. Whether you’re looking for ways to make your metrics more meaningful or you’re stumped on the age-old challenge of balancing AHT and quality goals, there’s something for you here. Plus, don’t miss an announcement about ICMI’s NEW mentorship program – accepting applications until April 11. Dive in and tap HERE to subscribe so you never miss an issue!??
Featured Article of the Week: 5 Easy Ways to Empower Your Team with Data by George Kaduru ?
If you want to drive business growth and improve the customer experience, you need to empower your contact center team with actionable insights. In his latest post, ICMI Featured Contributor George Kaduru outlines practical strategies to transform raw data into meaningful improvements.?
By interpreting data effectively rather than just collecting it, your team can make decisions that impact customer behavior and business growth. Now is your chance to foster a team-wide culture that understands the value behind the numbers. Give this post a read and share it with a colleague who needs to see it.??
Curated Gems from Around the Web??
?? From Cast Iron Frittatas to Ditching NPS | CX & Coffee Ep. 10 with Justin Robbins and Marty Shaughnessy
?? Save the Dates??
? Poll of the Month ?
This month, ICMI wants to know what you think of your contact center’s metrics. How do they serve your organization? Are they aligned with the business? Let us know by answering this quick question. ?
?? Stat of the Week?
Abandonment rates (85%), average handle time (84%), and quality (77%) are the most commonly used metrics to evaluate performance, according to a 2024 survey by ICMI. Meanwhile, 64% measure customer satisfaction and only 38% measure agent satisfaction. (ICMI, The State of the Contact Center in 2024)?
?? NEW! Join ICMI’s 2025 Mentorship Program?
Do you want to grow your career in the contact center industry? The ICMI Mentorship Program connects professionals like you with experienced mentors who can provide guidance, industry insights and career support. Don’t miss this opportunity to expand your network, gain new skills and take the next step in your career. Learn more and apply today!?
?? ICMI Resources You Might Like?
?? Quote of the Week??
"By prioritizing speed over resolution, agents are encouraged to rush through calls, even if that means leaving customers without solutions. But of course, customers value having their problems solved the first time they call. Rushed conversations lead to callbacks, frustration, and loss of trust." - Michael Vermillion
?? We Want to Hear from You?
What’s the one contact center metric you find most valuable, and why? Share your thoughts in the comments!?
Did you enjoy this newsletter? If so, subscribe to ICMI’s Weekly email newsletter, Contact Center Insider. Get four new articles written by industry pros delivered to your inbox every Friday morning. Sign Up HERE!?
Trusted Advisor | Contact Center Outsourcing Expert | CX Strategist | Global BPO Evangelist | Advisory Committee Member
6 天前The mentorship program is great! I love that you are thinking about the future of our industry and have put this program in place to help the next generation of leaders! I’m looking forward to learning more! ??
Director of Channel Sales | Strategically Driving Growth and Innovation Through Channel Partnerships
1 周Great insights! I especially love the phrase "A Metric Champion"—it perfectly captures the importance of data-driven leadership.