You can’t Manage what you can’t or don’t Measure in your Contact Center

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Presented by

Colin Taylor, CEO - Taylor Reach Group

About this talk

It is said that “you can’t manage what you can’t or don’t measure” in a call center. A call center audit can provide great insights into how the center is actually operating, which maybe different than how it is expected to operate. Join Colin Taylor, CEO Taylor Reach Group in this webinar as we examine the call centers alignment to business goals and objectives employing real-world results from more than 600 actual Snapshotz users worldwide. The results and the insights can be surprising! See more of Colin’s webcasts on this topic – http://www.brighttalk.com/webcast/5131/38623 Or visit CCNG.com / Membership, look to the Member Programs section – http://www.ccng.com/i4a/pages/index.cfm?pageid=3283

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.