Leading Experts Share Best Practices for Measuring, Managing and Improving Contact Center Operations
Flooded with metrics, today’s contact center managers and supervisors often struggle to identify which measures really matter and how best to use the numbers to motivate behavior. A new educational webcast series, sponsored by Inova Solutions, looks to answer these and other pressing questions related to operational performance in the contact center.
Titled “Gauging Contact Center Performance”, the series features leading contact center experts along with one of the world’s top authorities on information design. Over the course of three webcasts they will explore best practices and share from their experiences working with leading customer service operations around the globe.
Timothy Montgomery, Founder of The Service Level Group, kicks of the series on March 1st with “Moving Metrics into Action”. Mr. Montgomery, who has earned a certified associate designation from the International Customer Management Institute (ICMI), will share tips on selecting the right metrics, reframing the conversation from numbers to positive behaviors and getting the front line engaged and focused on metrics they can directly control.
Next in the series is “Five Most Common Metrics and Measurements Mistakes” presented by Penny Reynolds, a Founding Partner of The Call Center School where she heads up curriculum development. In addition to teaching, Penny is a popular speaker at industry events and an accomplished author on call center topics. During this webcast, scheduled for March 29th , Penny will share some of the most common mistakes call centers make in their measurement and reporting efforts, and provide strategies for avoiding them.
The series wraps up on May 21st with “Dashboard Design for Situational Awareness”, where Stephen Few will show attendees how to effectively design dashboards specific to monitoring and managing call center activity. Mr. Few is the author of Information Dashboard Design: The Effective Visual Communication of Data , teaches in the MBA program at the University of California Berkeley, is a frequent speaker at conference and is the Founder and Principal of Perceptual Edge, a consultancy specializing in data visualization for business.
Gauging Contact Center Performance is sponsored by Inova Solutions, and is being hosted by CRMXchange.com.
About Inova Solutions
Founded in 1984, Inova Solutions is a global provider of real-time visual communication products that help companies respond to changing contact center conditions more quickly and effectively, contributing to better customer service and a healthier bottom line. For more information, please visit www.inovasolutions.com.
About CRMXchange
Founded in 1995, CRMXchange has long been recognized as a premiere destination on the Internet for the exchange of information and ideas on customer relationship management, sales, contact center, and telemarketing issues. Today, the site offers a wide variety of resources for CRM professionals. For more information, please visit www.crmxchange.com.