Hosted by: Ken Landoline, Program Manager, Yankee Group
Participating Companies: Aspect Software, Autonomy etalk; Inova Solutions, Performix Solutions from NICE, Verint Systems
On Demand - Live Date: September 2007
The evolution of the contact center from a cost center to a revenue producing entity focused on driving customer loyalty, repeat business and corporate competitiveness necessitates a rethinking of the tools and measurements used to assess overall center performance. While performance management techniques focused on agent and enterprise efficiencies will remain important, new measurements emphasizing process performance management and effectiveness in terms of customer satisfaction, quality of service and brand image are becoming increasingly vital. Join a group of distinguished industry leaders in the theory and practice of contact center performance management as they discuss the critical issues of performance management and the optimization of contact center performance in terms of hardware, software and “peopleware”.
Questions
• How can the customer service executive/contact center manager best position the enterprise to optimize operational efficiency, employee performance and the customer experience?
• How can performance management tools enhance the enterprise’s ability to cross sell and up-sell in the contact center environment?
• What are the critical key performance indicators (KPIs) to monitor and how important is the improvement of first contact resolution (FCR) percentage to the enhancement of contact center performance management?
• Is the provisioning of a comprehensive, real-time view of performance across silos of functionality, providing a true 360 degree view of the customer, really an achievable goal?
• What are the implications of the elimination of the operational boundaries that have traditionally separated the contact center, the back office and other enterprise departments, and how can managers begin to prepare for this change?
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