COLORADO SPRINGS, Colo.,
Sept. 24, 2015 /PRNewswire/ -- The
International Customer Management Institute (ICMI), in partnership
with Five9 (NASDAQ: FIVN), has uncovered key data from the survey,
Understanding Modern Contact Center Metrics, which
highlights the need for new metrics and measurement for modern
contact centers to succeed in today's industry. Findings will be
available via, ICMI's Guide to Contact Center Metrics (First
Edition), which will be available beginning October 21, onsite at the upcoming ICMI Contact
Center Demo & Conference. The event takes place October 19-21 at the Rio in Las Vegas. To learn more and to register
please visit:
icmi.com/Contact-Center-Demo-Conference
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The research, Understanding Modern Contact Center
Metrics, was developed after an industry wide survey of
customer management professionals. The results highlight how the
contact center industry has changed significantly over the last
decade due to new channel offerings, shifting business priorities
and underlying technologies. As such, the need for new and
effective metrics is critical for organizations to align their
strategic goals with contact center KPIs to deliver improved
efficiency and customer satisfaction. ICMI and Five9 conducted the
survey with the goal of providing contact center professionals with
the data, benchmarks, best practices and case studies they need to
implement metrics that will enable them to more effectively run
their contact centers.
"New contact channels and the growing expectations of customers
have transformed the customer management industry," says
Justin Robbins, senior analyst for
ICMI. "It is essential that the metrics used to measure performance
as well as other aspects of contact centers recognize
modernization."
The research found that contact channels and customer
expectations have evolved and a new set of metrics and benchmarks
are required to effectively run the modern contact center. Key
findings in support of this included:
- Research shows 39% of contact center leaders recognize that
they struggle with identifying and measuring performance.
- 83% of contact centers measure their accessibility. (The degree
of ease a customer has in reaching them.)
- 60% of organizations have increased their focus on contact
center efficiency in the past year.
- 65% of contact centers measure their efficiency.
- Customer satisfaction is believed by the largest percentage of
contact center leaders (37%) to be the best measure of agent
productivity.
"We recognize that many leaders struggle with identifying and
measuring performance within their contact center. We partner with
enterprises to help them identify the most critical measurements
they need to increase efficiency and performance that a modern
contact center requires. The momentum for cloud contact center
software is being driven by these needs," said Mike Burkland, President and CEO for Five9.
ICMI's Guide to Contact Center Metrics (First
Edition)
For a deeper dive into all findings through the research conducted
my ICMI and Five9, hardcopies of the book and the eBook will be
available beginning October 21 during
the ICMI Contact Center Demo & Conference. ICMI's Senior
Analyst, Justin Robbins, will also
share more in-depth analysis into the research findings during the
event with his keynote introduction and session (below).
- Customer Satisfaction & Efficiency by Aligning
Metrics with Strategic Goals by Justin Robbins (ICMI) & Richard Dumas (Five9) – Wednesday, October 21 11:15 – 11:40 AM
In this session attendees will
learn how leading organizations align their strategic goals with
contact center KPIs to deliver improved efficiency and customer
satisfaction.
To learn more about current industry trends and hear from top
professionals in the field, register for the 2015
Contact Center Demo & Conference, taking
place October 19-21 at the Rio in
Las Vegas, Nevada.
To request a media pass, please visit:
icmi.com/Contact-Center-Demo-Conference/Resources/Media-Center.
About ICMI
The International Customer Management
Institute (ICMI) is the leading global provider of comprehensive
resources for customer management professionals -- from frontline
agents to executives -- who wish to improve customer experiences
and increase efficiencies at every level of the contact center.
Since 1985, ICMI has helped more than 50,000 organizations in 167
countries through training, events, consulting, and informational
resources. ICMI's experienced and dedicated team of industry
insiders, trainers, and consultants are committed to helping you
raise the strategic value of your contact center, optimize your
operations and improve your customer service. ICMI is a part of UBM
plc (www.ubm.com), a global events-led marketing services and
communications company.
About Five9
Five9 is a leading provider of cloud
software for the contact center market, bringing the power of the
cloud to thousands of customers and facilitating more than three
billion customer interactions annually. Since 2001, Five9 has led
the cloud revolution in contact centers, helping organizations
transition from legacy premise-based solutions to the cloud. Five9
provides businesses secure, reliable, scalable cloud contact center
software designed to create exceptional customer experiences,
increase agent productivity and deliver tangible business results.
For more information visit www.five9.com.
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SOURCE International Customer Management Institute (ICMI)