How to Overcome 6 Contact Center Metrics Mistakes

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Reporting can become a way of life in the contact center. But with so much to collect, analyze, and act upon, it's easy to make mistakes. Is your contact center guilty of these six mistakes? 1. Measuring too much and acting on too little. 2. Pulling reports, but not sharing successes and challenges with the rest of the organization. 3. Running the contact center based on averages. 4. Spending time on forecasting, but ignoring schedule adherence. 5. Burning out agents with lofty occupancy goals. 6. Measuring Customer Satisfaction (CSAT) but not Employee Satisfaction (ESAT). This #ICMIchat recap shares a few tips and tricks to overcome each of these metrics mistakes.

Daten & Analysen

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Overcome 6 Contact Center
Metrics Mistakes

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Insight from our July 26, 2016 #ICMIchat

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Mistake # 1: Measuring too much
and acting on too little. (AKA
drowning in data)

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Measure what matters, ditch what doesn’t.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Mistake # 2: Pulling reports, but
not sharing successes and
challenges with the rest of the
organization.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Sharing Contact Center Metrics With the Broader Team

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Mistake # 3: Running the contact
center based on averages.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Avoiding the Averages Trap

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Mistake # 4: Spending time on
forecasting, but ignoring schedule
adherence.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Approach Schedule Adherence

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Mistake # 5: Burning out agents
with lofty occupancy goals.

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Agent Occupancy

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Mistake # 6: Measuring Customer
Satisfaction (CSAT) but not
Employee Satisfaction (ESAT).

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
How to Measure & Act on ESAT

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us Next Time!

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Visit our forum to learn more :
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