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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. .


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Session 101

Moving Metrics Into Action

Tuesday | 11:30 AM – 12:30 PM
Regency Ballroom 1
Todd Hixson, Tim Montgomery, Vicki Herrell

Under constant pressure to maximize efficiency without sacrificing customer satisfaction, front-line managers are often caught struggling to balance conflicting objectives and priorities. When everyone isn't aligned, it quickly finds its way to the front line – and ultimately the customer. In this session you'll learn practical ways to use the resources you already have more effectively, and move your organization closer to getting everyone on the same "productivity page". Discover strategies for using metrics to motivate positive behavior changes, and tactics to avoid. Join Tim and Todd as they share their experiences working with some of the world's most celebrated service organizations.

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Session 201

Leveraging Metrics to Drive Quality and Efficiency

Tuesday | 2:00 PM – 3:00 PM
Regency Ballroom 1
Amber Krueger

Identifying the right KPIs to measure is a universal contact center challenge. US Bancorp Fund Services has worked diligently over the years to fine-tune their KPIs to drive the desired outcomes – without unintended consequences. Come hear how they arrived at their "quality over quantity" approach to metrics, and how by holding both their agents and support staff accountable (including Customer Experience and Workforce Optimization teams) they have achieved significant gains, particularly in the areas of quality and efficiency. You'll leave with ideas on how to build upon your existing metrics to spur improvements in quality and efficiency.

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Session 301

Which Metrics Are Right for Your Business?

Tuesday | 3:15 PM – 4:15 PM
Regency Ballroom 1
Todd Gladden

Are you getting the most out of your metrics? Are you sure that the metrics you use are valid and measure what you think that they do? In this session, based on ICMI's popular More Than Metrics course, we will look at the qualities your metrics should have to work effectively for you. We'll explore fundamental issues such as whether your metrics reflect your strategy, how various metrics drive behavior, and how your metrics work for and against each other. Come gain the expert insights that will help you re-evaluate and refine your metrics for maximum impact.

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Session 401

Ho hum No More: Re-imagining Customer Surveys to Drive Results

Tuesday | 4:30 PM – 5:30 PM
Regency Ballroom 1
Andrew Gilliam

Are you ready to supercharge your customer survey and maximize the value of experience data? In this inspiring session you'll witness how to transform your survey into an active part of your customer experience program, dramatically increasing response rates and turning responses into actionable experience intelligence. Go behind-the-scenes with the architect of the WKU Information Technology Services' revitalized customer insights program, where you'll experience their new survey first-hand, deconstruct the purpose and meaning of each question, analyze actual survey responses, and explore the closed-loop process that promotes loyalty and advocacy. You'll get actionable, real-world insights to bring your surveys to the next level.

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Session 501

Serving Up Metrics to Suit Every Palate

Wednesday | 1:30 PM – 2:30 PM
Regency Ballroom 1
Dr. Debra Bentson

Contact Centers have pantries of data and metrics available for consumption, and measuring the right things is crucial. Yet just as with food, presentation is equally important – and often not given adequate thought. Determining how to prepare and present data for different audiences is critical to maximizing your desired outcomes. Metrics used for building a budget may be tasty to finance and the C suite. Frontline staff may prefer small plates tailored to show their individual contributions. This revealing session will dish up some common metric ingredients, who to serve them to, formulaic recipes and dashboard options.

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Session 601

Using VOC to Drive First Contact Resolution

Wednesday | 2:45 PM – 3:45 PM
Regency Ballroom 1
Nader Ghattas

SQM's research shows that improving FCR remains a huge opportunity. For the average call center, 28% of customers must contact the organization at least once more – and since CSAT drops an average of 15% with each subsequent contact, improving FCR has a major impact on the level of service provided. In this enlightening session you'll discover why FCR matters and how to measure it, as well as how to analyze the data and implement best practices for change. Infused with real world examples from SQM's extensive best practice library, you're sure to gain practical insights you can apply immediately.

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Session 701

How to Measure the Effectiveness of Agent Training

Wednesday | 4:00 PM – 5:00 PM
Regency Ballroom 1
Jeff Toister

You've trained your agents, but is it working? Finding the answer doesn't require a PhD in advanced statistics! You'll learn proven training evaluation techniques in this hands-on session from a former contact center training leader and Certified Professional in Learning and Performance. Discover simple models you can use to measure training for a single agent or an entire program. Explore why the post-training survey is generally ineffective plus alternatives that yield far better data. Identify ways to translate training result into metrics that capture the attention of your executive leaders.

"This conference was well organized, had excellent speakers, and an engaged audience."

Lindsay Zarr, Customer Solutions Manager, North American Bancard

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   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.