The International Customer Management Institute (ICMI), in partnership
with Five9
(NASDAQ:FIVN), today released ICMI’s Guide to Contact Center Metrics
(First Edition), a new eBook detailing what is happening in the
contact center industry today and where organizations stand in
delivering a best in class experience. The eBook, co-authored by Brad
Cleveland and Justin Robbins, provides organizations with actionable
insights to deliver improved efficiency and customer satisfaction by
aligning strategic goals with contact center key performance indicators
(KPIs). For more information and to download the eBook, visit: www.icmi.com/metrics
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