Agenda

Session Topic

"Contact Center Metrics & Management - I Didn't Go To School For This..."

This session will provide the insight to help you educate your non-call center colleagues on the basic fundamentals of contact center operations. It is designed to give operational managers, IT / telecom staff and executives a sound understanding of the metrics of contact center operations and provide real-life examples of cost-benefit analysis.

We will cover such controversial topics as:

• Why "benchmarking" and "six sigma" could be the wrong things to focus on in your contact center.
• How to calculate the value of a lost call - which could be the MOST important thing to do.
• Learn who is really to blame for not meeting your First Call Resolution goals.
• Why having EXTRA staff is more cost-effective than being "lean and mean".
• ...and much more!

The forum is designed to be valuable regardless of your industry or the type or brand of telephone equipment currently installed in your business...we tackle issues common to all contact centers - inbound, outbound, customer service, help desk, business-to-consumer, or business-to-business.

In addition to the formal presentation we will host a networking luncheon to give all attendees a chance to share and steal great ideas...who says there is no such thing as a free lunch!

As always, there is no charge to attend, just a willingness to brainstorm with other contact center professionals. Seating is limited to ensure all participants have ample opportunity to discuss individual questions and concerns.