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Avoiding the Perils of Metric Mismanagement


Presented By: Talkdesk

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.

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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 Robbins will: 

  • Lead attendees through an evaluation of their own metrics 
  • Reveal the best performance measures for delivering on employee, customer, and business expectations
  • Share insights on the early warning signs of metric failure 
  • Walk through the importance of leveraging the right platform and business intelligence to get the most of any performance management program.  

Whether you’re a contact center novice or an experienced professional, Justin’s perspective will challenge you to seek the most from your metrics.

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 terrible.