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24 MINUTE WEBINAR: Call Center Metrics that Matter Most

For Call Centers to be successful, they need to make data-driven decisions. But, without the right metrics it’s difficult to determine what is and isn’t working and what decisions to make. The right metrics will help your call center provide a great customer experience. But, how do you determine which metrics are the ones that matter most?

Summary

Please join the Director of Evolve IP’s Call Center Practice, Rich Fox, for a new 24 Minute Call Center Webinar, where he will answer such questions as:

  • Which metrics will are indicative of a great customer experience?
  • Which metrics will give you insights into your agents’ performance and behaviors?
  • How do you identify which metrics matter to your customers?
  • How do you balance call center costs vs. customer experience – and which metrics can help you determine that?
  • Which metrics should NOT be your focus and why?
  • Could you inadvertently damage your customer experience if you manage by the wrong metrics?
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    – Ken Schultz CIO of Ogletree Deakins

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    Ryan Easter, Director of IT and Principal at Johnson Investment Counsel

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