7 Metrics You Can’t Afford To Ignore in 2017
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7 Metrics You Can’t Afford To Ignore in 2017

Date: Available On-Demand

Time: Watch It Now

Speakers: Justin Robbins, Keith Pearce


Moderators: Erica Strother Marois

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Join this Webinar to better understand which metrics matter in 2017.

Contact centers are under pressure to measure anything and everything that they can when it comes to their operations. The resulting inundation of information leaves most contact center leaders paralyzed to their best next steps and unable to effectively connect their actions to their desired outcomes.

Customer service teams should be working smarter, not harder, as they strive to balance customer expectations and their organizations priorities.  In order to achieve this, contact center leaders must better understand the metrics that matter most and those which do not.

Attend this webinar to learn:

  • How to determine your contact center’s key performance indicators
  • The seven core categories of metrics and why they can’t be ignored in 2017
  • The top challenges in connecting metrics to agent behaviors and desired outcomes
  • The role of technology in collecting and reporting on the most important metrics


Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.

Speakers

Justin Robbins

Group Community Director, HDI and ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he’s coached thousands of individuals around the globe on customer experience best practices.

Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership.

 He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

Keith Pearce

VP of Product Marketing, Salesforce

Keith is Vice President Product Marketing Service Cloud at Salesforce. He brings nearly twenty years of experience to the customer service arena, and has worked with customers and partners across the globe to understand the importance of customer service and its application in their business.  He is a frequent speaker, author and thought leader in the customer service industry.  Prior to Salesforce, Keith worked at Genesys where he was responsible for Corporate Marketing. He holds degrees from the University of Florida and Georgetown University.

Moderators
Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


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Topics: Metrics