Measuring Call Center Effectiveness

As call centers grow increasingly complex, what constitutes effectiveness is increasingly difficult to measure. Reports can generate numerous metrics, but which ones really matter? Which ones will drive the right behaviors at the agent level, the team level and the management level?

Spend a day with ICMI to understand these metrics and determine which measures are right for your center. You'll get answers to the above questions, plus much more. Move beyond simple benchmarks to understand how you can set the right goals for your unique contact center.

1st Offering: Jul 22 (Chicago, IL)
2nd Offering: Aug 19 (Denver, CO)
3rd Offering: Oct 21 (Philadelphia, PA)
4th Offering: Oct 21 (Phoenix, AZ)
5th Offering: Oct 28 (San Francisco, CA)