7 Metrics You Can’t Afford To Ignore in 2017
Empowering contact center excellence for 30 years!

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 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

Founder, JM Robbins & Associates

Justin Robbins is a customer service expert, professional speaker, and business consultant that helps organizations maximize the strategic value of their customer experience initiatives. Over the course of his career, he’s coached and consulted with thousands of individuals around the globe on contact center and customer experience best practices.

Today, Justin works with organizations to improve the impact of their performance management programs, drive more meaningful outcomes from their data, and align their customer service teams from the executive office to the front line. He is a frequent author of industry research, articles, and best practice content, and featured expert for media outlets including the New York Times, NBC Nightly News with Lester Holt, and Fox News. Learn more at www.jmrobbinsassociates.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 Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. 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 the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

Connect with Erica:  Twitter: @EricaMarois |  LinkedIn: http://linkd.in/16kW2cj | Google+: http://bit.ly/1zkp9YS  | Email: [email protected]


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Topics: Metrics