Measuring and Communicating Contact Center Performance
August 16, 2018 at 9:15 AM
Most have heard the adage, “You can’t manage what you don’t measure.” This is particularly true in the contact center, where effective performance measurement is not just a necessity, but a prerequisite for effective decision-making. Today’s contact center technologies and reporting packages make it easy to capture copious amounts of data. The average contact center tracks more than 25 metrics. But what does it all mean? Despite all the data that contact center managers have at their fingertips, it can still be difficult to answer the basic question, “How is my center performing?” Doing so requires determining the right key performance indicators for your particular operation and putting in place an effective management framework and process at both the agent and overall contact center levels.
The theme of this session will be frameworks, measures, practices and experiences with respect to assessing the performance of a contact center operation. What do session participants see as most important to measure? How are measures used in combination to diagnose the causes of issues? How is performance communicated upwards and downwards? Jeff Rumburg, Managing Partner of MetricNet will be our special guest. Jeff’s expertise lies in helping Customer Care organizations improve performance using diagnostic benchmarks and he’ll share insights from his research into the most important measures for contact center operations – and the relationships between those metrics.