Podcasts
Thank you for your interest in MetricNet's Podcasts! To listen to our podcasts simply fill out the form below and you will automatically be taken to our Podcast broadcast page.
MetricNet Featured in Business Week Interview
Measuring Call Center Key Performance Indicators To Optimize Cost, Quality
February 15, 2010
What key performance indicators (KPIs) have the biggest impact on call center quality and cost? How can call centers use this information to reduce costs without sacrificing quality or affecting the customer experience? SearchCRM.com posed these questions in a recent interview with Eric Zbikowski, co-founder and Managing Partner at MetricNet, LLC – a provider of performance metrics, benchmarks and scorecards for corporations worldwide. Download this podcast for the latest insight into measuring call center KPIs, including:
- Which call center metrics have the biggest bottom line impact
- Tips for tracking cost per contact and customer satisfaction
- How to use performance data to lower costs
- Low-cost technology options to reduce cost per call
Request this Podcast Now!
SearchCRM.com Features MerricNet in Two Podcasts
Our two poscasts entitled Measuring Call Center Key Performance Indicators to Optimize Cost and Quality and Call Center Benchmarking Best Practices are summarized below and can be accessed by filling out the form to the right.
Measuring Call Center Key Performance Indicators to Optimize Cost and Quality Podcast
What key performance indicators (KPIs) have the biggest impact on call center quality and call center cost? How can call centers use this information to reduce costs without sacrificing quality or affecting the customer experience?
Looking for answers to questions like these, SearchCRM.com turned to Eric Zbikowski, a co-founder and Managing Partner at MetricNet, LLC - a provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide. We caught up with him at the International Contact Centre Management (ICCM) conference in Toronto recently, to get his tips and best practices for measuring call center KPIs.
In this 11-minute podcast, listeners will learn:
- 01:32 What metrics or KPIs have the biggest impact on the bottom line for call centers?
- 02:22 Can you provide some tips for tracking cost per contact and customer satisfaction in particular and some ways to potentially reduce costs with that information?
- 04:22 Are there any surefire ways to cut call center costs without sacrificing quality?
- 06:02 What metrics or KPIs have the biggest impact on quality? Is it the obvious ones?
- 07:49 Are there some low-cost technology options that have the potential to reduce cost per call?
- 08:29 How many metrics or KPIs are too many? How many metrics should call centers be tracking?
Call Center Benchmarking Best Practices Podcast
Should every call center be benchmarking and what benchmarks should they be using? How often do best-in-class call centers run benchmark programs? How can call center managers know which centers to measure themselves against?
Looking for answers to questions like these, SearchCRM.com turned to Eric Zbikowski, a co-founder and Managing Partner at MetricNet, LLC – a provider of performance metrics, benchmarks, performance reports, and scorecards for corporations worldwide. We caught up with him at the International Contact Centre Management (ICCM) conference in Toronto recently, to get his tips and best practices for call center benchmarking.
In this 9-minute podcast, listeners will learn:
- 01:32 What's your advice to organizations looking to get started with call center benchmarking?
- 03:35 Where can managers get information from call centers of similar size or industry to develop a "peer group" to benchmark against?
- 05:20 Once call center managers obtain benchmarking information and understand the difference between their call center and best-in-class call centers, how can they go about closing that gap?
