Presented By:  Ric Kosiba, Vice President, Bay Bridge, Interactive Intelligence  

On Demand Date:  May 2012  

 When you ask a contact center executive what their most important metrics are, you will invariably get a version : “customer satisfaction”, “cost per call”, or “occupancy”.
Whatever metric you choose, a focus on these metrics produces a lot of project work.

Have you noticed any of the following?  

• The efficiencies associated with management improvement projects have not come through.
• Your operation didn’t bend enough for your finance-driven stretch goals to become a reality.
• Your call center metrics may not work well for casework centers.
• Improvements in service level don’t translate into improvements in customer satisfaction.

In this session,  focus on metrics used to measure the service and efficiency of your workforce management process, your agents, and your operation. With a focus on contact center planning, we will discuss other common contact center metrics and legacy practices that may be a tradition, but may not be optimal. 

About the Speaker: 

Ric is vice president of Bay Bridge, Interactive Intelligence and founder of Bay Bridge Decision Technologies. He holds advanced degrees in operations research and engineering from Purdue University (Go Boilers!), and enjoys discussing contact center modeling and planning.