Presented By: Tim Montgomery, Principal, ServiceLevel Group; Compliments of Inova
On Demand - Live Date April 17
One thing is certain in every call center, no two days are exactly the same. Call centers are often caught in the middle of growth and change - keeping both the organization and customers engaged and satisfied. During this session, Tim Montgomery, a highly regarded industry consultant, widely published author and popular speaker shares highlights from his experience working with some of the world's most recognized service organizations. In this fast paced and engaging workshop, you'll learn how best in class contact centers use metrics to create an environment of continuous improvement.
Specific topics include:
- Revisiting accessibility and quality metrics from the customer’s perspective
- Ways to avoid a “metrics overload” management philosophy
- Understanding when you really need to take action
- Getting real ROI by focusing on the right metrics
- Metrics accountabilities for all contact center job roles – agents to executives