25th anniversary ribbon

Customer Service Peer Group Meeting 

Measuring and Communicating Contact Center Performance 
August 16, 2018 09:00 AM - 03:00 PM 
Get new ideas for elevating the performance of your contact center by learning about the metrics and performance management practices of other UWEBC member companies. 

Most have heard the adage, “You can’t manage what you don’t measure.” This is particularly true in the contact center, where effective performance measurement is not just a necessity, but a prerequisite for effective decision-making. Today’s contact center technologies and reporting packages make it easy to capture copious amounts of data. The average contact center tracks more than 25 metrics. But what does it all mean? Despite all the data that contact center managers have at their fingertips, it can still be difficult to answer the basic question, "How is my center performing?" Doing so requires determining the right key performance indicators for your particular operation and putting in place an effective management framework and process at both the agent and overall contact center levels.

The theme of this session will be frameworks, measures, practices and experiences with respect to assessing the performance of a contact center operation. What do session participants see as most important to measure? How are measures used in combination to diagnose the causes of issues? How is performance communicated upwards and downwards? Jeff Rumburg, Managing Partner of MetricNet will be our special guest. Jeff's expertise lies in helping Customer Care organizations improve performance using diagnostic benchmarks and he'll share insights from his research into the most important measures for contact center operations – and the relationships between those metrics. In addition, we'll hear from contact center leaders at UWEBC member companies Kohl's Department Stores and Rockwell Automation about how they approach assessing and communicating the performance of their service operations. Following the presentations, we'll delve into discussions in break-out groups around performance measurement practices and topics of specific 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.

Agenda Items:
9:00 AM Opening Remarks & Plan for the Day (webcast available)
9:15 AM Expert Perspective on Contact Center KPIs: MetricNet (webcast available)
  Jeff Rumburg – Managing Partner
10:00 AM Member Practice Spotlight: Rockwell Automation (webcast available)
  Marc Tozzi – Manager, Customer Care Operations. Amanda Shaw – Manager, Customer Care
10:30 AM Break (not webcast)
10:45 AM Member Practice Spotlight: Kohl’s Department Stores (webcast available)
  Pam Sviatoslavsky – Director, Customer Service
11:15 AM Develop Agenda for Breakout Discussions (not webcast)
11:45 AM Lunch (not webcast)
12:40 PM Breakout Discussion Instructions (not webcast)
12:50 PM Breakout Discussions – Segment 1 (not webcast)
1:30 PM Breakout Discussions – Segment 2 (not webcast)
2:10 PM Breakout Discussions – Segment 3 (not webcast)
2:45 PM Regroup for Takeaways/Actionable Ideas & Wrap Up (not webcast)
3:00 PM Adjourn (not webcast)
Gordon Dining and Event Center, Second Floor 
Jen Anderson, 608-890-1406, UWEBCevents@wisc.edu 
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