icmi selecting the right service metrics for your center
DESCRIPTION
Determining which contact center metrics have the greatest impact on improving customer experience for your organization is a challenge. Join us to uncover techniques for identifying and differentiating between important transactional and experiential metrics. Learn how to use the information you gather to focus on where your organization should spend more time– and where to stop wasting time –creating an environment of continuous improvement, employee engagement, and customer delight.TRANSCRIPT
- 1. 2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177
2. Selecting the Right ServiceMetrics for Your CenterTim Montgomery CSG - Culture.Service.Growth. icmi.com | 800.672.6177 3. Weve worked with the best2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 4. The Call Center that m If it wasnt for Leade2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 5. Measurement Traps1. Focused on Self2. Looking Backwards3. FAITH in Numbers4. Gaming the Metrics5. Sticking TOO Long- Harvard Business Review2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 6. Its okay to focus onwhats in the box! 2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 7. Internal MeasuresWhy does the Not Connected withcustomer care? the Customer or Competition2012 International Customer Management Institute. All Rights Reserved.icmi.com | 800.672.6177 8. Too Much Time More Time On theSpent Analyzing the Game Film andScore Moving Players2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 9. Measures Put InUnderstand That Place BecauseSize Makes Call Everyone Else Does Centers Different It2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 10. Wishful Thinking Measures Withand Denial Holes That Lead toLook Beyond the Excuses4 Walls2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 11. Comparing Apples Give leaders the to Watermelons and tools to COACH the the resultingsolution AVERAGE2012 International Customer Management Institute. All Rights Reserved.icmi.com | 800.672.6177 12. Agent EmpowermentOutline the Limited by the Behaviors First, NumbersThen the Drivers2012 International Customer Management Institute. All Rights Reserved.icmi.com | 800.672.6177 13. Quality Monitoring Connect Quality to Becomes a NumbersImprovement in the Game Entire Process2012 International Customer Management Institute. All Rights Reserved.icmi.com | 800.672.6177 14. Ongoing Internal Leaders That Can and External Coach to the Process Changes, Exceptions and but Static Goals Change2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 15. Agents Cant MakeEducate Everything the Connection toAbout the Driver the Whyand the Real Results2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 16. Reliance on AfterEngage Them to Call Coding forHelp Fix the Process Front-line Feedback and Reward Them2012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177 17. Thank you for attending!Please remember to complete yoursession [email protected] 210.687.27142012 International Customer Management Institute. All Rights Reserved. icmi.com | 800.672.6177