Presented By: Richard Bucci, Associate Consultant, The Pelorus Group; Joined by Patrick Botz, Global Director of Marketing, VPI – Voice Print International
Date: On Demand Available April 24th
Now more than ever, contact center managers need to be more proactive in helping their organizations accomplish strategic and tactical goals. In order to do this, it is crucial to understand and focus upon the metrics that really matter. The modern contact center is awash in numbers. With so much data available there is a tendency to rely upon the tried and true metrics that every contact center tracks – perhaps more out of habit than as a result of the calculated assessment of their value.
Register for this complimentary Webcast to learn:
• How to determine if your current metrics and the activities they measure contribute to achieving the overall goals of your organization.
• The importance of understanding the tactical and strategic goals of your organization in order to establish the metrics that matter.
• How new or second generation metrics differ from traditional KPIs.
• How to develop measuring sticks that show you are making progress.
• How to utilize proactive technologies that will enable you to actively identify and optimize rather than wait and react.
Register and Receive the Complimentary Resource Guide "Metrics That Matter” featuring research from The Pelorus Group.