Choose a Conference Track:
There’s no shortage of data in the contact center, but determining what to measure and how to interpret the data to drive meaningful results can be a challenge. This track will provide you with the research, benchmarks, best practices and case studies needed to implement metrics that improve operations.
A Better Way to Measure Your Contact Center Success
Tuesday | 11:30 AM – 12:30 PM
Today's contact center has more data than ever before, but the question remains: what really matters to the customer? In this session, you'll learn the four key elements of measurement that can ensure your center is synced, both internally and externally. Examine how to determine which traditional metrics to keep, how to balance the various customer experience metrics (FCR, CSat, NPS, etc.), and new ways to improve and measure agent metrics such as knowledge availability, agent satisfaction, and employee turnover. Filled with real-world examples, you'll leave with the tools to re-evaluate your metrics and drive success!
Dashboard to Performance Improvement
Tuesday | 2:00 PM – 3:00 PM
Dan Grawe, Heather Van Nest
Spending too much time pulling reports from various systems means your focus is on pulling reports versus acting on what the data is telling you. How can you coach your agents when you can't pull real time data and provide valuable feedback? In this session, you'll learn how Transamerica was able to consolidate all their reporting into one dashboard, providing key insight and information on quality, schedule adherence, attendance and CMS. Find out how they saved over 10 hours a day in pulling reports and increased the value of the interactions with their CSR's.
Leveraging Voice Analytics to Drive Business Results
Tuesday | 3:15 PM – 4:15 PM
Amanda Reinhart, Michael Baublit
Contact center interactions contain a treasure trove of insights into agent performance and engagement, streamlining processes, consumer behaviors and more—but mining this data can be daunting. With the healthcare market in the midst of transformative change, strong competitive and regulatory pressures are prompting companies to improve performance, reduce costs, and enhance customer satisfaction. Join us to find out how Optum deploys big data capabilities such as Voice Analytics to harness the power of conversations to achieve these goals. They'll demonstrate how to uncover those golden nuggets hidden within customer interactions—and turn them into exceptional customer experiences that deliver business results.
Put the EFFORT into Your Survey Program: CES and NPS
Tuesday | 4:30 PM – 5:30 PM
Nate Brown, Alison Johnson
Are you ready to get real and actionable intelligence out of your survey results? Learn how to take metrics to the next level by leveraging CES (Customer Effort Score) and NPS (Net Promotor Score). When used together, they are so much more than simple numbers, but represent the true heartbeat of your customer. There is nothing better than CES for more transactional level engagements, and nothing better than NPS to collect a compelling holistic picture of the Customer Journey. Learn how UL (Underwriters Laboratories) not only measures CES and NPS, but how they are used to tell a story and drive meaningful changes across the business.
7 Contact Center Metrics You Can't Afford to Ignore in 2017
Wednesday | 1:30 PM – 2:30 PM
Contact centers are under pressure to measure anything and everything, but this flood of information leaves most leaders paralyzed in determining their best next steps—and unable to effectively connect their actions to their desired outcomes. Successfully balancing customer expectations and organizational priorities requires your teams to work smarter, not harder. To achieve this, it's critical to understand and focus on the metrics that matter most. In this session, you'll explore what metrics need to be on your contact center's radar as you align your people, processes, and technologies to meet the needs of today's always on, always connected consumer.
Making the Most of the Metrics You Currently Use
Wednesday | 2:45 PM – 3:45 PM
Contact centers use a variety of different metrics to define and track success, but most organizations focus on the same group of foundational key performance indicators. Assuming this is true, why are some contact centers more successful than others? The simple answer: they've discovered how to make the most of their metrics. In this session, ICMI's Erica Marois will look at the most common contact center metrics and share insight and best practices that reveal how members of the ICMI community leverage their KPIs to drive success. If you're not looking to add more metrics to your dashboard, but want to get more from what you measure today, this session is for you!
Communicating Success: The Art of a Great Story
Wednesday | 4:00 PM – 5:00 PM
Jeremy Watkin, Ruth McCullen
If you've ever tried unsuccessfully to communicate the success of your contact center with either anecdotal information or extensive, data-laden spreadsheets, this session is for you! Come learn about the art of storytelling and the importance of knowing your audience to successfully deliver your message. You'll get strategies for building your case, and determining whether you have too little or too much data. Discover how to hone your ability to couple stories with the right data to more effectively communicate success, ROI, and metrics to executives and stakeholders throughout your organization.