When you ask a contact center executive their most important metrics, you will invariably get some flavor of one of three metrics: “customer satisfaction”, “cost per call”, or “occupancy”. But whatever metric you choose, a focus on these metrics produces off an awful lot of project work.
Have you ever noticed that the efficiencies associated with management improvement projects have not come through? Have you ever noticed our operation didn’t bend enough for our finance-driven stretch goals to become a reality? Have you noticed that our call center metrics may not work so well for casework centers? Have you ever noticed that improvements in service level don’t translate into improvements in customer satisfaction?
In this session, we will focus on metrics used to measure the service and efficiency of our workforce management process, our agents, and our operation. Once again, with a focus on contact center planning, we will discuss other common contact center metrics and legacy practices that may be a tradition, but also may not be optimal.
Thursday, May 17th at 1pm EST
Registration