Posts Tagged "metrics"

balancing

Quality, Productivity, and Striking the Right Balance

Share this article: This article was originally published on the ICMI Blog on March 19, 2019. Click here to read the original post. When I say “metrics” what’s the first thing that comes to mind? If your answer is spreadsheets...
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metricsFB

Contact Center Metrics ARE Customer Experience Metrics

Share this article: This article was originally published on the ICMI Blog on March 29, 2018. Click here to read the original. We’re rapidly approaching three years since I joined FCR as Head of Quality. Upon joining, I was tasked with a...
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excel-screen

10 Excel Tips to Supercharge Your Contact Center Reporting

Share this article: I can remember the moment clearly. It was several years ago and as a customer service leader, I was tired of manually compiling and counting a variety of stats so I could build reports for an analytics-hungry...
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Reviewing Chief Customer Officer By Jeanne Bliss

Share this article: I recently completed a journey through the book, Chief Customer Officer: Getting Past Lip Service to Passionate Action by Jeanne Bliss. Jam packed with customer experience wisdom, it took me a bit to chip my way through...
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