Avoiding the Perils of Metric Mismanagement
Live Date: January 24, 2019. PLEASE SIGN IN FOR THE RECORDING.
Presented by Justin Robbins Senior Manager, Content Marketing, Talkdesk and
Michael Coster, Supervisor, CRM and Data Analytics, Xenial, Inc.
About the Webcast
What are the most important metrics in your contact center?
More importantly, are those metrics the most effective way to define and
measure your team’s progress towards success? If you have even the slightest hesitation
in saying “yes” then this webinar is for you!
In this virtual workshop, contact center expert Justin
- Lead attendees through an evaluation of their own
- Reveal the best performance measures for delivering on
employee, customer, and business expectations
- Share insights on the early warning signs of metric
- Walk through the importance of leveraging the right platform
and business intelligence to get the most of any performance management
Whether you’re a contact center novice or an experienced
professional, Justin’s perspective will challenge you to seek the most from
About the Presenters
Michael Coster, Supervisor, CRM and Data Analytics, SICOM, a Xenial company
Michael has 20 years of experience in the call center space,
ranging from customer service to technical support. He started out as a
customer service agent and has now grown into his current role, providing
solutions on internal systems and data analytics to support business process
changes and to create better customer experiences.
Justin Robbins, Senior Manager, Content Marketing, Talkdesk
Over the past two decades, Justin has grown from a front-line
customer service agent to one of the most recognizable faces (and bowties) in
the contact center industry. His favorite areas of focus are quality assurance,
coaching, and contact center training, and he’s a published author focused on helping organizations
deliver exceptional customer experiences. As a speaker and consultant, Justin is a frequent world traveler sharing his
enthusiasm and expertise with customer-centric organizations. He’s been a
featured expert for the New York Times, NBC Nightly News with Lester Holt, Fox
News, and many other media outlets. Today, Justin leads the content strategy
for Talkdesk and is on a personal mission to make customer service less