Presented By: Penny Reynolds, Founding Partner, The Call Center School; Compliments of Inova Solutions
Date: March 29th, 1:00 Eastern
Everyone is familiar with the concept "If you don't measure it, you can't manage it." But it's not just about measuring contact center and agent performance — it's about measuring the right things and measuring in the right way. In this session you'll learn about some of the most common mistakes that call centers make in their measurement and reporting strategies, and how you can avoid these to make the most of your numbers.
About the Presenter: Penny is a Founding Partner of The Call Center School, where she heads up curriculum development. She teaches courses on a wide variety of call center topics and is a popular speaker at industry conferences and association meetings. Penny writes frequently for industry magazines and journals. She is the author of the books The Power of One, Call Center Staffing: The Complete, Practical Guide to Workforce Management , and Call Center Supervision: The Complete Guide to Managing Frontline Staff . She has also co-authored six other books on call center management topics. For her significant contributions to the industry, Penny was one of the first recipients of Call Center Magazine's prestigious Call Center Pioneer award.
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