Guest: Sheila Wilson, Contact Center Consultant

At this week’s ICCM (The International Contact Center Management) Summit in Orlando, Sheila presented “What to Measure When You’re an Analytical Newbie.”

In this podcast we explore some of the topics Sheila discussed during her ICCM presentation.

In this podcast Shelia talks about topics she discussed in that presentation including:

- The differences between reporting and analytics
- How to get started
- The metrics customers really care about
- The cost savings real companies have identified with analytics