Customer Service Peer Group Meeting

Managing Contact Center and Agent Performance: Member Practices Around Using Metrics, Dashboards and Scorecards

May 11, 2017 09:00 AM - 03:00 PM

Take away new ideas for enhancing the effectiveness of your contact center and agent management approach by learning about and discussing the performance measurement, data visualization and communiction practices of other contact centers.

Meeting Assets

Briggs & Stratton Presentation Slides: Performance Management Dashboards

Dave Cluka, Briggs & Stratton
Briggs & Stratton Presentation: Performance Management Dashboards

Dave Cluka, Briggs & Stratton
Great Lakes Educational Loan Services Presentation Slides: Managing Contact Center Agent Performance

Mike Hamill, Great Lakes Educational Loan Services
Great Lakes Educational Loan Services Presentation: Managing Contact Center Agent Performance

Mike Hamill, Great Lakes Educational Loan Services
Northwestern Mutual Presentation Slides: Intraday Management at Northwestern Mutual

Jeremy Lewandowski, Northwestern Mutual
Northwestern Mutual Presentation: Intraday Management at Northwestern Mutual

Jeremy Lewandowski, Northwestern Mutual
UW E-Business Consortium Presentation Slides: Managing Contact Center & Agent Performance

Roger Paulson, UW E-Business Consortium
UW E-Business Consortium Presentation: Managing Contact Center & Agent Performance

Roger Paulson, UW E-Business Consortium

Additional Resources

Best Practices: Intraday Management at Northwestern Mutual

UWEBC
ICMI Guide To Contact Center Metrics

Brad Cleveland, Justin Robbins, ICMI
Success Brief: Great Lakes Educational Loan Services' Contact Center and Agent Management

UWEBC
Success Brief: Managing Contact Center and Agent Performance at Briggs & Stratton

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