The Hidden Cost of Chasing Metrics
Great support isn’t built on numbers alone. If your team is burning out or your customers are losing patience, your KPIs might be part of the problem. Keep reading this week’s issue to find out why, plus learn how to fix the problem! P.S. Make sure to subscribe so you're always in the loop and never short on inspiration.
How Metrics-Obsessed Support Can Undermine Real Relationships by Karishma Seghal
In this thought-provoking article, Karishma Seghal challenges the contact center industry’s long-standing obsession with metrics. She explores how over-reliance on numbers can erode empathy, damage employee morale, and ultimately hurt the customer experience. If you’re rethinking what success really looks like, this one’s for you.
3 key takeaways from the article:
Why chasing KPIs can create a culture of fear and burnout
How to balance data with emotional intelligence and human connection
What empathetic leadership looks like in a performance-driven world
📆 Save the Dates
July 18 - ICMI Idea Exchange: Mid-year Check In: Get Expert Help to Reach Your Goals [FREE Virtual Event featuring insight from Natalie Perez]
July 23 – Webinar: How Arbella Saved $1.7 Million in Contact Center Costs
August 15 - ICMI Idea Exchange: Leading Through Change
August 21-22 – Contact Center Senior Leadership [Live Virtual Training]
September 5 – Optimizing Contact Center Quality [Live Virtual Training]
October 27-30: ICMI’s Contact Center Expo in Orlando, Florida
🌟 Community Member Spotlight: Natalie Perez
This week we’re spotlighting Natalie Perez, ICMI Featured Contributor, ICMI Mentor, and a standout voice in the contact center community. Natalie brings a thoughtful, people-first approach to everything she does, whether she’s mentoring peers or exploring the evolving role of agents in the age of AI.
Check out her latest articles: 👉 How AI Is Reshaping the Role of Contact Center Agents 👉 The Dirty Little Secret About AI in Contact Centers
And don’t miss her this Friday in the ICMI Idea Exchange, where she’ll lead a conversation on goals and motivation in the contact center.
🔥 One to Watch this Week
During a recent Idea Exchange discussion, we tackled the topic of employee burnout and brainstormed fixes in real time. One solution? Prioritizing psychological safety.
Check out Clarice Taylor Merriman’s incredible advice in this 5-minute video.
💬 Quick Question
What are you reading this summer? Whether it's a book or a blog post, drop your favorite links in the comments.