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Original Broadcast Date: Tuesday, March 12, 2013
Overview: Does data overload prevent you − and your contact center − from having a clear focus on the most significant metrics? Would your team benefit from an understanding of the key performance indicators measured by today’s leading contact centers, along with clarity into their purpose, and the resulting streamlined reporting processes? Through this informative webinar and Q&A session, acquire the skills and knowledge you need to prevent ‘data overload,’ and implement performance measures that will lead your contact center to success.
Discover how you and your team can:
- Communicate the importance and relevancy of the metrics the matter
- Balance customer satisfaction and loyalty with efficiency and critical business needs
- Reduce your revenue that is at risk
- Increase employee confidence and empowerment
- Apply new skills to real-life scenarios
- Become superior leaders and contact center managers
Manager, Training and Development, ICMI
Justin Robbins serves as Manager for Training and Development at ICMI. He brings with him over a decade of experience in the customer management industry, most recently as the Manager of Training and Guest Experience at Hershey Entertainment and Resorts. Justin has worn multiple hats in the contact center from agent to supervisor to senior leadership. At ICMI, he is responsible for developing training and professional certification content, global training partnerships, and training program delivery. Justin’s passions are relationship building, empowering leaders, and motivating others to provide legendary customer experiences.