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Achieve Metrics Nirvana

Choose a Conference Track:

Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results.


Session 101

Journey to Driving Operational Effectiveness

Tuesday | 11:30 AM – 12:30 PM
Summerlin Ballroom A
Scott Van De Wiel

Starting in 2016, with a service level of 21%, an average speed to answer of over 8 minutes and an abandoned rate of 27%, American Family dug deep into analyzing what was driving service levels – focusing on the demand of calls along with who the supply of FTEs were be utilized. This session will cover what was done to determine their gaps and how American Family is has been meeting service level goals of over 80% for the past 6 months. Scott will share how this was achieved through specialized analytics and building agent scorecards to reduce shrinkage.

Session 201

Contact Center Economics 101 | Understanding all KeyMetrics and Their Influencers

Tuesday | 2:00 PM – 3:00 PM
Summerlin Ballroom A
Patrick Russell

From contact center experts to beginners, this session will explore the metrics related to the economics of a contact center. Attendees of this session will gain a clear understanding of all key metrics and what influences them to move in any direction. We will cover many of the common metrics with a few others as well to paint a clear picture of what and how you should be examining them on a regular basis. Once you reinforce or build up your understanding of this critical component of the industry, you will be armed with information on how to leverage lag measures to impact your key performance indicators.

Session 301

Building the Business Case for a CX Investment

Tuesday | 3:15 PM – 4:15 PM
Summerlin Ballroom A
Tim Montgomery

Making a decision without having all of the facts is one of the most uncomfortable, yet common, situations to be in. In the contact center, this presents an interesting challenge as organizations look to advance their customer experience initiatives. It's easy to get data on costs and process efficiencies, but profound insights on the impact of positive service can be elusive. As a result, many organizations struggle to get the right level of investment for advancing their CX initiatives. In this session, Tim will provide attendees with clear direction on how to use their metrics to build the business case for improving the customer experience.

Session 401

Finding Your Most Meaningful Metrics

Tuesday | 4:30 PM – 5:30 PM
Summerlin Ballroom A
Justin Robbins

Are you someone who's trying to fight your way through piles of data in search of the metrics that matter most? Or, perhaps, you want to understand why your current metrics aren't working for you. If you'd say yes to either scenario, this is the session for you! In one hour, you'll gain insight on the best metrics for managing a contact center and hear why certain popular metrics are terribly ineffective at driving meaningful results.

Session 501

Turbocharge Your Metrics with Benchmarking!

Wednesday | 2:15 PM – 3:15 PM
Summerlin Ballroom A
Jeff Rumburg

Benchmarking is a proven tool for optimizing contact center performance. Effective benchmarking enables a contact center to quantify its performance, compare against others in the industry, identify performance gaps, and define the actions necessary to optimize performance. Industry data shows that contact centers that conduct annual benchmarking are far more likely to achieve world-class performance, yet fewer than 20% of all contact centers engage in benchmarking. In this session Jeff will demonstrate through case studies how benchmarking enables contact centers to optimize their performance. He will share the results of MetricNet's 2018 Global Benchmarking Initiative, discuss the Benchmarking Methodology, define the KPI's used for benchmarking, and provide performance data from more than 300 contact centers worldwide.

Session 601

Are You Running Your Contact Center with Misleading Metrics?

Wednesday | 3:30 PM – 4:30 PM
Summerlin Ballroom A
Robert Lamb

Success for your customer contact relies on effective data analysis, but your center is probably getting feeds from 10+ data sources, often calculating similar metrics very differently. That output can be very misleading. How can you tell fact from fiction? Join us for an interactive session that will leverage Robert's 30+ years in customer contact analysis to share how he separates the news from the noise, and how you too can get the info you need without a career threatening investment.

"The information received in many sessions was so informative and exciting that it was hard to sleep at night! I know I can't put everything into practice right away, but we are off to a great start!"

Cindy Williams, Branch Manager, Centralized Showing Service

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