2017 Internet Retailer Conference & Expo

Are Your Contact Center Employees Doing What You Expect Them to Do? How Do You Know? (Room Ballroom A)

07 Jun 17
3:45 PM - 4:15 PM

Tracks: Fulfillment, Operations & Customer Service

Measuring the effectiveness of call center employees is notoriously difficult. Do you measure them on how many calls they handle in a shift? Maybe they’re shortchanging customers to get their numbers up? On upsell and cross sell dollars they achieve in a shift? What evidence exists that the rep created the additional revenue? By the text and voice analysis you apply to their interactions? Some say that’s imprecise. Our speaker, author of “Bottom Line Call Center Management: Creating a Culture of Accountability and Excellent Customer Service,” will report the results of a survey of the members of the National Association of Call Centers who were asked to report which metrics they measure their employees on and how successful those are in rewarding success and rooting out failure. He will provide specific guidance as to how to implement winning measurement practices in your own organization.