Are Your Contact Center Metrics Helping or Hurting?

Metrics define success in the contact center world, but are we measuring what truly matters? ICMI’s latest research uncovers the KPIs that dominate—and the critical areas that often get overlooked.?Dive in and tap HERE to subscribe so you never miss an issue!??

Featured Article of the Week:? What contact centers are measuring, according to the data by Daniel Thomas

Metrics shape the way contact centers operate, but are they measuring what really matters? ICMI’s latest industry survey reveals which key performance indicators (KPIs) are prioritized, and what’s being overlooked. While efficiency metrics like average handle time (AHT) and abandonment rate dominate, agent well-being and self-service accessibility remain underreported.?

This article unpacks what these trends say about the state of contact centers in 2025, the risks of prioritizing speed over service, and why a shift in focus could improve both customer experience and agent retention. Dive into the data and discover what’s next for contact center success.?

?? Save the Dates??

• March 21 – Virtual Roundtable Discussion: Coaching for Efficiency: Balancing Quality and Handle Time??

• April 4 – Deadline to submit a proposal to speak at ICMI’s Contact Center Expo?

• April 11 – Deadline to apply to join the 2025 ICMI Mentorship Cohort?

• April 23 -? ICMI’s Contact Expo a Digital Experience?

• May 30 – Deadline to submit an entry for the 2025 ICMI Global Contact Center Awards?

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

Curated Gems from Around the Web??

?? How Poor Customer Experience Fuels Low Profitability (And How to Fix It) By Jeannie Walters, CCXP, CSP

?? Balancing AI & Human Touch: How to Automate CX Without Losing Trust with Lindsay Tramel-Jones?from Brooke B. Sellas on The Social Media CX Podcast?

??Did Gallup Get Employee Engagement Wrong? From Brad Cleveland

?? 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 ?

38% of ICMI’s survey respondents say they measure agent satisfaction and well-being. (ICMI State of the Contact Center Report, 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?

Free Toolkit: "Build a Retention Playbook Based on Your Employees' Most Fundamental Needs"?

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

Course: Foundations in Contact Center Metrics?

?? Quote of the Week??

“Collaborating is the art of working with others to accomplish common outcomes. I do not see collaboration as compromise. Compromise to me is win/lose. Collaboration is similar to consensus. Collaboration is three parts: being a diplomat, empowering others and accepting others' contributions.” - Charlie Moore, CCXP , in 6 Essential Skills for Contact Center Leaders?

?? We Want to Hear from You?

What’s one metric you wish your contact center tracked (or prioritized) more??

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!?