How to Overcome 6 Contact Center Metrics Mistakes

Insight from our July 26, 2016 #ICMIchat

Mistake # 1: Measuring too much and acting on too little. (AKA

drowning in data)

Measure what matters, ditch what doesn’t.

Mistake # 2: Pulling reports, but not sharing successes and

challenges with the rest of the organization.

Sharing Contact Center Metrics With the Broader Team

Mistake # 3: Running the contact center based on averages.

Avoiding the Averages Trap

Mistake # 4: Spending time on forecasting, but ignoring schedule

adherence.

How to Approach Schedule Adherence

Mistake # 5: Burning out agents with lofty occupancy goals.

Agent Occupancy

Mistake # 6: Measuring Customer Satisfaction (CSAT) but not

Employee Satisfaction (ESAT).

How to Measure & Act on ESAT

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Data & Analytics