Metrics for the Omnichannel Contact Center

Every contact center on the planet is driven by metrics. They help organizations identify what’s important and measure their progress towards a goal. Without them, most leaders would probably be lost. But just because every contact center uses metrics, that doesn’t mean that they’re using the right ones. In fact, according to ICMI research, many contact centers struggle to effectively identify and drive results from their key performance indicators. As the complexity of customer service increases and the mandate for omnichannel experiences goes on the rise, now's the time to identify the metrics that matter most to omnichannel contact centers. This infographic provides an overview of high-impact metrics, tips for measuring success, and techniques for connecting desired outcomes with appropriate performance measures.