<img src="https://assets.podomatic.net/ts/fe/8d/28/cincom/3000x3000_686640.jpg" alt="itunes pic" /><br />Guest: Sheila Wilson, Contact Center Consultant<br><br>At this week’s ICCM (The International Contact Center Management) Summit in Orlando, Sheila presented “What to Measure When You’re an Analytical Newbie.” <br><br>In this podcast we explore some of the topics Sheila discussed during her ICCM presentation.<br><br>In this podcast Shelia talks about topics she discussed in that presentation including: <br><br>- The differences between reporting and analytics<br>- How to get started<br>- The metrics customers really care about<br>- The cost savings real companies have identified with analytics <br>