Description:
One thing is certain in every call center, no two days are exactly the same. Call centers are often caught in the middle of growth and change - keeping both the organization and customers engaged and satisfied. During this session, Tim Montgomery, a highly regarded industry consultant, widely published author and popular speaker shares highlights from his experience working with some of the world's most recognized service organizations. In this fast paced and engaging workshop, you'll learn how best in class contact centers use metrics to create an environment of continuous improvement.

Join contact center industry expert, NADP's highest rated 2008 Webinar presenter, widely published author and popular speaker, Tim Montgomery, as he shares what he's experienced in working with some of the most recognized service organizations in America.

Learning Objectives:

• Discuss how to revisiting accessibility and quality metrics from the customer’s perspective
• Identify ways to avoid a “metrics overload” management philosophy
• Explore how to know when you really need to take action
• List ways to get real ROI by focusing on the right metrics
• Explore metrics accountabilities for all contact center job roles – agents to executives