Everyone knows how important it is to monitor metrics, but do you know how to pick the right ones, and implement an effective strategy? The trick to successfully manage metrics is to specifically identify which data points are relevant to you, and to analyze what that data means to your organization. What makes this task so daunting for contact centers is the sheer number of metrics to choose from: Service Level, Customer Satisfaction Score, Abandon Rate, First Call Resolution, Average Speed to Answer, and the list goes on.
Ultimately, tracking the right numbers is essential to managing a well performing contact center. However, as call centers serve an increasing number of channels and agents are stretched into new roles, the act of choosing the right metrics becomes even more confusing.
What Are the Top Metrics and How Will They Affect Your Performance?
Join this enlightening panel discussion on Thursday, May 31st at 3:00 PM ET / 12:00 PM PT as we highlight the metrics that are really shaping the future of the contact center.
You’ll have the opportunity to tap into the minds of experts. Tweet your comments and questions to @Fonolo with hashtag #CCTRMETRICS, or comment on our conversation streaming live on YouTube.
We talk about:
- Is NPS Still Relevant?
- Should we Measure Handle Time?
- Are Phone Calls Growing or Shrinking?
- Plus So Much More!
Who should watch:
- VPs & Directors of Customer Service
- VPs & Directors of Contact Centers
- VPs & Directors of Web/Social Media
- VPs & Directors of Customer Experience
Senior Director, Product Marketing Strategy, Forrester
Independent Industry Analyst,
J Arnold & Associates