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Schedule 2024

Pre-03: Foundations in Contact Center Metrics

Doug Tedder  (Principal Consultant, Tedder Consulting LLC)

Date: Monday, October 21

Time: 8:00 am - 5:00 pm

Pass Type: Training + Standard Conference Pass, Training Only Pass - Get your pass now!

Session Type: Training

Vault Recording: TBD

Managing a contact center’s performance is more complicated now than ever before. The diversity of channels, technologies, and service offerings leaves behind a mess of data that can overwhelm even the most experienced of leaders. Achieving success today means having the ability to find and act on the metrics that truly matter most.

This course equips contact center leaders with the insights and resources they need to effectively define, measure, and achieve results. Participants will learn how to categorize key performance areas, establish leading indicators, accurately analyze results, and clearly articulate the contact center’s business impact.