Key Measurements for Corporate Growth
Contact centers are inundated with data today; some meaningful, most of it superfluous. From PBX and QM data to customer satisfaction statistics, management is facing an ever increasing amount of data. What data is considered key to effective decision making at the senior level? What tools are needed to capture the appropriate information? What processes need to be in place to interpret such information? How do you measure the success of a customer centric enterprise?
Your Workshop Leader
Donna Fluss is the Principal of DMG Consulting, a firm specializing in delivering customer-focused business strategy, operations and technology for Global 2000 and emerging companies. She is a recognized leader and visionary in contact center and real-time analytics. Donna has more than 22 years of experience and has assisted over 2000 end user and vendor companies, throughout the world. She is the author of The Real-Time Contact Center, the industry leading 2006 Speech Analytics Market Report and the annual Quality Management/Liability Recording Product and Market Report. Donna was previously a VP and Research Director in the CRM practice at Gartner.
Click here to register for this session.