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.

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How to Overcome 6 Contact Center
Metrics Mistakes

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Insight from our July 26, 2016 #ICMIchat

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Mistake # 1: Measuring too much
and acting on too little. (AKA
drowning in data)

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Measure what matters, ditch what doesn’t.

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Mistake # 2: Pulling reports, but
not sharing successes and
challenges with the rest of the
organization.

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Sharing Contact Center Metrics With the Broader Team

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

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Avoiding the Averages Trap

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

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How to Approach Schedule Adherence

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

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Agent Occupancy

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

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How to Measure & Act on ESAT

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