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Pre-6: Predictable Success: How to Establish Metrics That (Really) Matter

Justin Robbins  (Chief Evangelist, CX Effect)

Date: Tuesday, September 7

Time: 1:00pm - 4:00pm

Pass Type: Live All Access Pass, Live Deluxe Pass - Get your pass now!

Track: Pre-Conference Workshop

Session Type: Workshop

Vault Recording: TBD

Did you ever sit back and realize that most of what you measure in your contact center is after the fact? Quality assurance evaluations on day-old customer interactions, dashboards showing averages from the past hour, and survey results from completed contacts. If you're like many contact centers, you're in a routine of reactive management. Something happens and you respond to it. It's better than nothing, but is it what's best for your business? Probably not.

In this workshop will explore a better way for approaching how to define and measure success. Through interactive exercises you’ll clarify what's most important to your contact center, how to define the metrics and indicators that better predict success, and ways to engage and motivate employees in driving sustainable results. If you're tired of measuring the same things and expecting different results - this session is for you! Come ready to roll up your sleeves and get to work on a plan for getting your contact center on the path to success.