To register, fill out all required fields.
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, Metric Sherpa
|
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.
|
|
Erica
Marois
,
|
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
ICMI/UBM Privacy Statement
Topics: