The International Customer Management Institute (ICMI) defines contact center management as "the art of having the right number of properly skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality." Talk about lots of moving parts! Achieving and maintaining success in this endeavor requires an effective management framework. This has been the case since the earliest days of dedicated, relatively simple call centers and has become even more critical as complexity has increased with the steady ratcheting up of customer expectations in a more competitive environment and the advent of multi-channel, multi-team customer interaction hubs.
At this session, discussion will center on UWEBC member companies' frameworks, measures, practices and experiences with respect to managing the performance of their overall contact center operations and individual agents. What do others see as most important to measure? How is performance data collected, displayed and communicated? We'll begin by hearing how UWEBC member companies Northwestern Mutual Insurance, Briggs & Stratton and Great Lakes Educational Loan Services approach managing the performance of their contact center operations and agents. Then, the balance of the day will be devoted to breakout group conversations around metrics and performance management-related topics of interest to participants.
Join us for this interactive forum at which you'll have the opportunity to share and discuss operational performance management measures and practices with fellow contact center leaders.
Participate in Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you choose the discussions you want to join. This will be a highly interactive session so come prepared to share your questions, challenges and experiences!
Webcast Available: If you can't make it to the event in-person (or if in-person registration has reached capacity), you can still watch from your computer. This option allows you to view the presentations, while attending in person provides the opportunity to participate in break-out discussions, ask questions and take advantage of networking opportunities. To attend the webcast, click the "Register for webcast" button on this meeting's homepage. You will receive a confirmation email with the link to the webcast a week before the meeting.
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