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: September 22, 2016

Time: 1 PM Eastern Time

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

Community Director, ICMI

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

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 more than six 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