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Call Center and Contact Center Resources

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Article -
Why Your C-Suite Ignores Your Contact Center Metrics (And How to Fix It)
Date Published March 27, 2025 - Last Updated March 27, 2025
A Framework for KPIs That Tell the Real Story Average Handle Time (AHT), Contact Abandonment Rate, First Call Resolution (FCR), Grade of Service (GOS), Adherence to Schedule (ATS), Net Promoter Score (NPS)…the... Read More
Article -
What Contact Centers are measuring, according to the data
Date Published March 17, 2025 - Last Updated March 17, 2025
Metrics give contact centers a mirror to see what’s wrong and what’s right on their home turf. Beyond just answering questions like “how are we performing on FCR and AHT”, metrics can... Read More
Article -
5 Ways to Embrace Quality Mindfulness
Date Published March 03, 2025 - Last Updated March 03, 2025
Quality is about doing the right thing, at the right time, for the right reasons. But let’s take it a step further with “quality mindfulness.” This is an approach that delivers a... Read More
Article -
5 Easy Ways to Empower Your Team with Data
Date Published February 24, 2025 - Last Updated February 24, 2025
Data is such raw material in the world we live in today, and it’s a resource that can be collected and measured by one tool or another, with endless possibilities in metrics... Read More
Article -
CX Data Optimization: Unlock Transformative Potential for Your Contact Center
Date Published January 24, 2025 - Last Updated January 27, 2025
Disconnected and siloed data can significantly hinder operational excellence and exceptional customer experiences (CX) for contact centers. When data isn’t shared across systems, opportunities to enhance performance and reduce costs slip through... Read More
Article -
AHT or CSAT: Which Matters Most?
Date Published September 09, 2024 - Last Updated September 12, 2024
Striking the right balance between operational efficiency and customer satisfaction can be challenging. Recently, we asked our LinkedIn community: “How do you balance efficiency metrics (like AHT) with customer satisfaction metrics (like... Read More
Article -
Unlock the Secrets to Quality Success with Justin Robbins
Date Published August 19, 2024 - Last Updated September 16, 2024
ICMI Contact Center Expo is officially two months away, and as we count down to the unforgettable week of learning, networking and fun, we’re excited to introduce you to some of our top-rated... Read More
Article -
Finding Your Independence from Old Metrics
Date Published July 27, 2023 - Last Updated July 27, 2023
You know your contact center metrics like the back of your hand. You've been using these metrics for years, eons even. Average handle time, average speed to answer, hold time, first call... Read More
Article -
Get a Clearer Picture of Hurdles to FCR
Date Published June 20, 2023 - Last Updated July 12, 2023
Whenever I ask, “What is the FCR in your contact centers?” I often hear, “Oh, it's doing well. It's up from 71% to 73.5%.” But when I probe with “How do you... Read More
Article -
Three Traits of a Customer Engagement Platform Leader
Date Published September 26, 2022 - Last Updated September 30, 2022
Consumers’ increasing expectations for proactive, digital-first engagement and a collective recognition by companies to deliver cohesive omnichannel customer journeys have helped to forge the growing customer engagement platform (CEP) market. The converging... Read More
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