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PROGRAM DESCRIPTION

In this fast paced and engaging workshop, you'll learn how best-in-class contact centers use metrics to create an environment of continuous improvement.

Specific topics include:

  • Revisiting accessibility and quality metrics from the member’s perspective
  • Ways to avoid a “metrics overload” management philosophy
  • Understanding when you really need to take action
  • Getting real ROI by focusing on the right metrics
  • Metrics accountabilities for all contact center job roles – agents to executives

Meet the presenter, Tim Montgomery:

Anyone who manages or monitors call center operations, especially in these positions:

  • Call Center Manager
  • Operations
  • Member Service
  • Lending
  • Internal Audit
Registration Investment: $195 for League Member
You must be a member of your state league to attend this presentation.
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Webinar to participate in: eTrain: Call Center Metrics from the Member's Perspective
 
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