If you would like to rile up a contact center meeting, naively ask the group “Which is better, Service Level or Average Speed of Answer?” Now, step back and watch the fireworks.

We use many metrics when we develop plans: some standard metrics include forecast error, occupancy and schedule efficiency, abandon rate, capture rate, as well as average speed of answer, and service levels. We do so because we are trying to describe very complex operational performance in simple terms.

But simple metrics can create unusual management behavior.

In this session, we will describe some of the standard contact center metrics and show how they have botched some very big operations. We will conclude the session with ways in which you can improve contact center planning and reporting.

Thursday, March 1st at 1pm EST
Registration

February 7-9, 2012 - Talking Stick Resort- Scottsdale, AZ

“Grow Smart”

We’re pleased to announce our 2012 CenterBridge Users’ Conference in Scottsdale, AZ, February 7- 9, at Talking Stick Resort with the theme of“Grow Smart” Now in its sixth year, the Annual Users’ Conference brings together senior contact center planning professionals from Fortune 500 companies for two full days of learning, collaboration, and networking with colleagues from other world-class organizations.

Attendees will come away from this event equipped with strategies and solutions that can be immediately implemented in your contact center planning process, therefore, creating smarter operational plans that deliver even greater value to your organization.

The conference is a complimentary event for customers, including conference sessions, planning workshops, special events, and all conference meals.

For more information, check out the agenda and special events for 2012!

REGISTER TODAY