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Meaningful Metrics for World-Class Contact Centers

Ric Kosiba  (Chief Data Scientist, Sharpen)

Adam Settle  (Chief Experience Officer, Sharpen)

Location: Zoom Link

Date: Thursday, October 7

Time: 10:00 am - 11:00 am

Pass Type: Digital Standard Pass - Get your pass now!

Track: Video Discussion Group

Session Type: Interactive Discussion

Vault Recording: TBD


Contact centers are obsessed with providing world-class service and customer experiences, and rightly so. But how do you know when you’ve unlocked that achievement? The only way to be sure is by measuring meaningful metrics. Bring your insights and questions to this interactive roundtable, hosted by Sharpen, to learn how you can isolate the most meaningful metrics for your organization/industry.

  • What makes your metrics meaningful to your organization/industry?
  • How are you ensuring accuracy?
  • How do you report your metrics up to your leadership/stakeholders? How can you reduce information overload and make your reports actionable?
  • What are your current metrics pain points? What are you measuring now that you’d recommend to any contact center?
  • How are you performing against the goals you set at the beginning of 2021?