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Customizing your Metrics - How to Measure what your Customers are Experiencing


Presented By: Sharpen

Live Date: August 12, 2021. PLEASE SIGN IN FOR THE RECORDING.

Presented by: Ric Kosiba, Chief Data Scientist, and

Adam Harrison, Senior Data Science Engineer, Sharpen Technologies

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About the Webcast

Just about all contact center platforms provide reports and metrics.  However, most modern  platforms allow you to also customize performance metrics and reports that are most relevant to you.  Given their flexibility, the curious among us like to imagine what powerful metrics we  might be able to develop that would help us to accurately measure customer behavior and center performance.  

Join us as we discuss essential performance measures as well as helpful ways to learn about our customers:  what and why they contact us, and math to intuit what they are experiencing.

About the Presenters

Ric Kosiba, Chief Data Scientist, Sharpen Technologies

Ric is responsible for developing data-driven initiatives to optimize agent performance and to use Sharpen's fantastic reporting tools and data layer to enhance the customer and agent experience. Prior to joining Sharpen in 2019, Ric co-founded Bay Bridge Decisions Technologies in 2000, where he developed the contact center industry’s first “what if” decision engine, a complex set of algorithms designed to forecast proper staffing levels. Ric received a Ph.D. in operations research from Purdue University.

Adam Harrison, Senior Data Science Engineer, Sharpen

Adam has over ten years of contact center experience in a variety of positions, including systems integration, contact center implementation, and project management at companies such as Genesys and Interactive Intelligence. Adam has been at Sharpen for the last two years, where he led implementation efforts. Recently, Adam has taken a role developing customer decision support analytics across the Sharpen user community.

Adam has degrees in computer technologies and political science at Purdue University.