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Master Your Metrics Sessions

Choose a Conference Track:

Metrics are a mainstay of the contact center world, but too often they are simply numbers on a page – largely irrelevant, or even worse, driving the wrong behaviors. Sessions in this track will help you identify the most meaningful, actionable, and strategic KPIs for your center and ensure that they’re used in ways that drive continuous improvement.


Session 101

Judge Judy CX Edition: The Case Against NPS

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Nate Brown

NPS, or Net Promoter Score, is the most notorious metric in the Customer Experience toolbox. It is almost old enough to have a drivers license, yet NPS is still globally recognized and used by essentially every major brand. Does the metric still have value, or is it time to move on? This courtroom session will make the answer abundantly clear. Choose the side of prosecuting attorney against NPS, or the NPS defending attorney as we present our case. You are jury, having the ability to vote with your feet throughout the session. Will NPS be considered a criminal offense against Customer Experience? Come and find out.

Session 201

Your Metrics Are Talking to You...But Are You Listening?

Tuesday | 1:30 PM – 3:00 PM
Location: Conference Hotel
Roy Atkinson

With today's sophisticated technology, we can gather measures and metrics on virtually any aspect of the contact center. Contacts are counted, service level is tracked, issues are categorized, and average time to resolve is calculated. At the end of each day, week, or month, we have an enormous batch of information. By better understanding the relationships between our metrics, we can begin to see how the actions of the support center create ripples of change, sometimes in unexpected ways. If we learn how to select some key measures to watch, we can see how carefully applied changes can create positive effects in ways that look—on the surface—as if they're unrelated. In this session, attendees will learn about ways to reduce the information overload of metrics reporting and make metrics actionable; ways to determine courses of future action to achieve success; and strategies for feeding the algorithms of automated systems to achieve desired outcomes.

Session 301

Using Surveys and Metrics to Improve Your Contact Center

Tuesday | 2:45 PM – 4:15 PM
Location: Conference Hotel
Andrew Gilliam

Continuous, iterative improvement is the name of the game in contact centers. Metrics are one input to that process, as are routine and/or event-based surveys (like CSAT surveys). But how mature are your metrics? Do you have a formal surveying program? Wherever you are on your journey of continuous improvement, you can benefit from this illuminating session. Learn how to identify which metrics matter most for your stakeholders (customers, leadership, and peers alike), how to build a survey program (and if you have one, how to tell if your surveys stink...and what to do to fix them), how to extract actionable insight from these data sources, and how to prioritize your next steps for maximum impact.

Session 401

Never Send a Phone Form To Do the Job of an Email Form - Adapting Quality Assurance For Written Channels

Tuesday | 4:00 PM – 5:30 PM
Location: Conference Hotel
Jeremy Watkin, LESLIE OFLAHAVAN

If you've already tried it, you've now realized that you cant use your phone scorecard to measure the quality of written customer service. But how do you measure service quality consistently across channels? In this hands-on session, Jeremy and Leslie will highlight the unique skills required for excellent written customer service and present strategies for measuring those writing skills consistently. If your team is handling some combination of channels like email, chat, social media, and text, this session is for you. Join us for an interactive, practical discussion on best practices in hiring great customer service writers, then training, coaching, and evaluating them, so you can provide excellent written customer interactions.

Session 501

8 Tips for Developing Meaningful Customer Satisfaction Surveys

Wednesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
Wendy Fowler

To provide excellent customer experiences, companies must listen to their customers as primary means of doing so is through customer surveys. Surveys are of little use if their response rates are low or the questions are not framed appropriately. In this session, you will learn best practices you can employ to help improve the value of the information you receive from your surveys and increase your organization's survey response rates. You will learn the difference between customer experience, customer satisfaction and customer engagement and the metrics commonly used to measure each of them.

Session 601

How to Build Metrics that Sustain Long Term Relationships

Wednesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Roy Atkinson, Andrew Gilliam, G Todd Gladden, CWPP

Contact centers are swimming in data, and while there are countless tools available for parsing and presenting that data, telling a story that builds and sustains long-term relationships is more art than science. In this panel discussion, Roy Atkinson, Andrew Gilliam, and Todd Gladden will discuss the key metrics that define today's increasingly channel-diverse contact centers, share advice and techniques for using data to craft compelling stories that keep stakeholders engaged, and answer your burning questions about metrics, analytics, and storytelling.

Session 701

Protecting Your Recruitment Investment by Gamifying Onboarding

Wednesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Gina Montague

A new hire's decision to stay with a company long-term is made within the first few months of employment. A great first impression is more important than ever! Recruiting and onboarding can be an expensive process. Your new hires are key to our future success are you protecting and nurturing your recruitment investment? Onboarding is the perfect opportunity to make a positive, lasting impression on a new hire. During this session you'll learn how Infinite Campus created a gamified onboarding experience that involves the team and new hire.

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