Presented By: Tim Montgomery, Founder, The Service Level Group
Compliments of Inova
Date: Live Date 2007- Now On Demand
“Gauging Contact Center Performance” – a free educational webcast series designed to change the way you measure and manage your call center.
Today's call centers are flooded with metrics, making it a challenge to figure out which are truly important — particularly since this is often a moving target. Too often the tendency is set static and arbitrary targets, shifting the focus of the center from managing people to managing numbers. During this session Tim will share tips on selecting the right metrics, and using them to reframe the conversation from numbers to behaviors that will positively impact contact center performance. You’ll walk away with new ideas on ways to:
Help everyone in the organization gain a better understanding of where to spend more time and more importantly, where to stop.
Get the front line engaged and focused on the metrics they can directly control.
Educate senior management on the importance of getting it right and keeping it simple.
About the Presenter:Tim Montgomery is Founder of The Service Level Group – A contact center- focused consulting and training organization. As a seasoned industry executive, he has guided thousands of contact center agents and leaders to improve individual and team performance, and exceed operational objectives. Tim is part of an elite group of independent consultants who have earned a certified associate designation from the International Customer Management Institute (ICMI).
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