Here’s video of my discussion about call center metrics with Erica Strother, Community Specialist for ICMI. 

I participate just about weekly in International Customer Management Institute’s (ICMI) weekly Twitter chats (#ICMIchat). The chats are attended by fellow industry leaders covering contact center trends and headlines.

In this clip, I share perspective on how metrics such as first contact resolution, CSAT, and gamification have helped increase performance and customer satisfaction in Callzilla’s call center.

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